Job description
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
What’s the opportunity?
You’ll lead the product direction and day-to-day execution for Intercom’s web presence, including intercom.com and fin.ai. These sites must perform like growth engines and also set the industry standard for design, narrative, and innovation. You’ll manage 4 PMs and be deeply hands-on - translating positioning into pages, reviewing copy/design/builds, signing off launches, and ensuring the team ships with exceptional quality.
What will I be doing?
- Own the web product: intercom.com, fin.ai, and every digital touchpoint that represents Intercom online.
- Translate positioning into world-class websites: Turn company strategy, messaging, and Fin’s story into high-impact, high-performing pages.
- Lead & coach 4 PMs: Drive clarity, accountability, and excellence across growth and narrative tracks.
- Drive performance: Improve conversion, comprehension, and engagement through experimentation, CRO, and demand generation.
- Hold the quality bar: Partner with design to deliver industry-leading web experiences at the highest quality level.
- Innovate: Push beyond B2B website norms; explore new interaction models, AI-first web experiences, and storytelling formats that set us apart.
What skills do I need?
- A hands-on leader: equally comfortable shaping significant new opportunities and editing copy line-by-line.
- Obsessed with detail and craft: layout, words, performance, and UX polish.
- A PMM-fluent product thinker: able to translate positioning into compelling, converting web pages.
- Strong on web performance and optimisation: CRO, instrumentation, and demand generation.
- An excellent communicator: crisp, quick on your feet with execs, and able to drive alignment.
- A strong proponent of AI in practice: with examples of how you use AI to raise the bar on delivery.
- Experienced leading teams and raising quality standards.
Bonus skills & attributes
- Background in PMM or brand-heavy PM roles.
- Experience building high-craft, product-led B2B websites.
Benefits
We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
- Competitive salary and equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Open vacation policy and flexible holidays so you can take time off when you need it
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
#LI-Hybrid
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
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