Staff/ Principal Product Designer
Staff/ Principal Product Designer
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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 30000 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.
Intercom is hiring an exceptional Staff/Principal level Product Designer to push the boundaries of product craft.
We are one of the most design-driven and AI first technology companies. Fin our AI Agent is the best performing most widely adopted and highest grossing AI service agent on the market. We are shaping the future of how businesses communicate with their customers through AI and humans. Our product is used by millions and our design team plays a critical role in making it world-class.
Why you should join Intercom today
AI is transforming everythingfast. Were at the forefront shaping the AI Agent category and redefining customer service with Fin. Soon Fin will handle the vast majority of customer interactions setting a new standard for support.
This shift isnt just changing what we buildits changing how we work. Our team is constantly evolving integrating AI into design development and go-to-market strategies.
At Intercom design is in our DNA. With 60 designers across R&D and Brand and two co-founders from design youll never have to fight for your place at the table.
Heredesigners lead from the start shaping products that millions of people interact with daily. If you want to work on cutting-edge AI experiences that push the boundaries of productdesign theres no better place to be.
Why this role exists
In a world where its easier and easier to get software off the ground and to 75% built its the last 25% that really matters. We need deep craft specialistspeople who will raise thequality bar bring a spark of creativity drive best-in-class interaction and visual design and push execution excellence across our most strategic product areas.
This is not a strategy-only or people-management role. We need a maker a doer a leader in craft.
If you have a deep passion for interaction design product thinking and pixel-perfect executionand the leadership and autonomy to drive impact without waiting fordirectionthis is the role for you.
Must Have Experience
Were looking for a world-class IC designer who:
- Has shipped complex high-quality software products.
- Designs for multiple surfacesdesktop mobile chat interfaces AI first and emerging experiences.
- Balances speed and detailknows when to move fast and when to obsess overthe last 1%.
- Thinks end-to-endfrom big-picture systems thinking to the smallest interactiondetail.
- Understands engineering and can build prototypes to communicate ideas (FramerLoveable Windsurf Vercel Figma code etc...).
- Has taste. You know what great design looks and feels like and you push to getthere.
- Can tell a compelling storyarticulating your decisions with clarity and conviction.
- Operates with agency ownership and autonomydoesnt wait to be told what todo.
This role is not for you if:
You prefer strategy research or system design over executionthis is a craft-heavy role.
You need a lot of direction or structured processesyou should thrive in open-endedness and ambiguity.
You dont obsess over detailswere looking for someone who sweats the pixels.
You primarily work on marketing sitesthis role is about designing deep functional software experiences.
Day-to-Day Responsibilities
What youll be doing:
Owning end-to-end design for high-impact product areas from concept to execution.
Defining new interaction patterns and design paradigms for Fin our automation and AI-powered tools.
Sketching prototyping and testing ideas at different fidelities to validate decisions.
Working closely with engineers and PMs to define problems move quickly and deliver high-quality solutions.
Maintaining high standards of craft while balancing speed and execution.
Contributing to design culturementoring others pushing for greatness in a team refining processes and sharing knowledge inside and outside Intercom.
Youll know youre successful if:
1. Youve raised the design bar. Your work is referenced as an example of exceptional craft and taste.
2. Youve shipped product with major business impact. The areas you own are visibly better because of you.
3. You operate autonomously. You dont need directionyou see what needs to be done and do it.
4. Engineers love working with you. Your designs are considered clear and easy to implement.
5. Your peers trust your judgment. When you push for quality people listen.
Interview Process
We understand that interviewing for a new role is both time and energy consumingwe aimto be thorough speedy and transparent in our approach. You should expect for the entire
process to be no more than 4 weeks from start to finish. Youll meet with various members ofour team and have the opportunity to fully validate that Intercom and the role is the right fit
for you.
Ready to build something great
If youre driven to push the boundaries of product design and have the craft autonomy and taste to make a real impact we want to hear from you.
Benefits
We are a well-treated bunch with awesome benefits! If theres something important to you thats not on this list talk to us!
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 two 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.
Is this role not quite what youre looking for Join our Talent Community to stay connected with us.
Required Experience:
Staff IC
Employment Type
Full-Time
