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Intercom // platform for customer support & feedback
Product, Full Time    London, UK    Posted: Friday, April 19, 2019
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The worlds first customer platform helping internet businesses accelerate growth

Intercom builds a suite of messaging-first products that all modern internet businesses can use to accelerate growth across the customer lifecycle, from acquisition, to engagement, & support. Today more than 25,000 businesses, including New Relic, Sothebys, & Shopify, use Intercom to connect with a billion unique people worldwide.

Intercom is a deeply creative company with the confidence to believe it can fundamentally change the future of internet business. Our people are incredibly ambitious, yet humble. Warm, accepting, & positive. Whether you build, market, sell or support product, we want you to make your mark with us.

What's the opportunity?

Intercom is on a mission to make Internet business more personal. The role were looking to fill is a career defining opportunity for someone passionate about this mission as well as product management who wants to lead a world-class team of engineers, designers, & researchers in London. The product youll help to build & shape touches millions of users in the business messaging space every single day. Your job will be to help businesses drive customer engagement, deliver better support, & enhance productivity, all while making the experience feel more fun, connected & personal.

What will I be doing?

  • Youll deliver product that reflects a uniquely Intercom perspective on how to achieve it
  • Youll manage the roadmap: capture work from a wide range of inputs, understand & prioritise this work so your team is always working on the most impactful projects
  • Youll deeply know the problems that youre tackling through research & regular interaction with customers; define & frame those problems for the team
  • Youll collaborate with your team in thinking big, to imagining future solutions that solve these problems
  • Youll scope these solutions to their smallest coherent state to ship to customers as early as you can
  • Youll constantly evaluate if your solutions have solved the problem through quantitative & qualitative measures, both in betas & after full release.
  • Youll own & maintain the quality of the product areas your team are responsible for; deliver world-class software in every release.
  • Youll motivate a group of committed, smart people to do the best work of their careers

What skills do I need?

  • 5+ years experience as a product manager, with a proven track record of shipping impactful product.
  • Demonstrable experience of leading a team
  • Ideally you have have a strong design background, as its essential youre able to think deeply about product design decisions & have an understanding of how to create simple user interfaces.
  • You can clearly communicator product decisions & the rationale behind them. Youre comfortable making decisions without consensus. You can help others make decisions by being persuasive.
  • You have deep experience working with both qualitative customer insights, & quantitative customer data to inform decisions. Youve conducted user research, a/b tests & have worked closely with design researchers & analysts.
  • Youre entrepreneurial; you dont need direction; you're self driven.
  • Youre organised, not ad hoc.
  • Youre able to easily switch between thinking creatively & analytically.
  • You have an understanding of the technical architecture of complex web & mobile applications.


We are a well treated bunch, with awesome benefits! If theres something important to you thats not on this list, talk to us! :)

  • Competitive salary & equity in a fast-growing start-up
  • We serve lunch & dinner every weekday, plus a variety of snack foods & a fully stocked kitchen
  • Regular compensation reviews - we reward great work
  • Peace of mind with life assurance, as well as comprehensive health & dental insurance for you & your dependents
  • Open vacation policy & 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
  • Commuting is a breeze with our generous public transport allowance
  • Keep active with our wellness programme that allows you to expense gym & other sports activities up to 90 quarterly
  • MacBooks are our standard, but were happy to get you whatever equipment helps you get your job done

We are a diverse bunch of people & we want to continue to attract & retain a diverse range of people into our organisation. We're committed to an inclusive & diverse Intercom! We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

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