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.
As a Senior Product Manager on the Web team, you’ll bring Fin and the Intercom Suite’s story to life through world-class web experiences. Your work will showcase our products, tell our brand story, and communicate our vision for the future of AI customer service. This is a highly visible role with real impact on how prospects and customers understand who we are, what we build, and why it matters.
Our ideal candidate has a product marketing background or strong experience communicating narratives through digital experiences. You’re a doer - driving projects forward, making crisp decisions, and ensuring every launch meets Intercom’s high bar for design, clarity, and craft. You’ll partner closely with product marketing, designers, engineers, and brand teams to deliver pages that are visually stunning, narratively compelling, and high-performing.
Key responsibilities include:
- Lead end-to-end delivery of high-quality narrative and storytelling pages, from concept to launch.
- Translate messaging into web experiences: take positioning and messaging guides and shape them into compelling, differentiated pages.
- Own what ships: make clear, timely decisions; guide your team through ambiguity; and ensure everything launched meets a very high standard.
- Collaborate across functions: work with designers, engineers, PMMs, and brand studio partners to bring stories to life on the web.
- Bring a strong eye for narrative and copy: ensure content is clear, engaging, and aligned with our company positioning and goals.
- Drive progress and urgency: move quickly while maintaining excellence in craft and execution.
- Measure and improve impact: track how narrative pages perform and optimize for engagement, comprehension, and conversion.
What skills do I need?
- Experience in product management or product marketing, with a track record of delivering impactful digital storytelling.
- Strong ability to communicate narratives through web, translating positioning into content structures, flows, and copy feedback.
- Exceptional collaboration and communication skills - comfortable aligning diverse stakeholders and presenting work to executives.
- A strong design eye: able to identify what makes a page visually compelling and partner effectively with designers.
- Attention to detail - from copy to layout to functionality - you set a high bar and uphold it.
- Ability to thrive in a fast-moving, high-standards environment; you move with urgency and adapt to change.
- A passion for marketing and branding, and for shaping how cutting-edge products are experienced online.
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!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
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.
