Director, Content

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.

The Product

Fin is our flagship product an AI Agent for Customer Service. Fin is a powerful product and a leader in our category. We just launched Fin 3 our latest big evolution of the product.

Fin is a broad product capable of delivering outstanding customer service across a wide range of customer queries and channels. Fin is delivering huge value for our customers and is helping them transform their operations. Fin is a deep AI product built on a proprietary stack that includes a sophisticated RAG system and custom models. Fin works seamlessly with the rest of the Intercom product. When Fin cant answer it hands off to the human team who work in our Helpdesk to provide excellent human support.

We are currently early in executing on a new vision for Fin where Fin will expand to become a full Customer Agent expertly managing all customer communications to deliver an unparalleled customer experience.

The Company

Intercom is an often cited standout example of a company that has successfully transitioned from Saas to AI. This is because we bet on AI very early and radically changed what we prioritise and how we work. We have undergone a massive transformation internally to set us up to win in the coming years. We have made multiple big bets each of which has paid off:

• We bet the entire company on AI over 2.5 years ago and completely changed our product strategy and execution. This has enabled us to be a market leader with Fin.
• We bet on and built a full AI stack including the best RAG system for our category and our own custom models trained on millions of customer interactions. This gives us an important competitive edge.
• We executed a full Intercom rebrand inventing a new style anchored in futurism and art that has been copied many times since. This has made our new Fin brand remarkable and memorable.
• We redesigned pricing from first principles to be customer first and were first to bring outcome-based pricing to market. This has set up a win-win dynamic for us and our customers.
• We split Fin and our Helpdesk into two separate products so Fin could be marketed and sold independently. This enables us to sell Fin to businesses who cant switch off large legacy competitors.
• We completely redesigned how we build software fundamentally changing how our product and engineering teams work. This has enabled us to ship product updates a lot faster.

We think long term. We are only 2 years into the AI technology cycle and much has changed but even more change is to come. We will continue to make very big bets because we believe it is necessary to win in AI.

Intercom is growing fast with a lot of opportunities to grow faster. Q1 this year was our largest revenue quarter in our history. Q2 beat Q1. Fin is our fastest growing product ever and revenue is growing over 300% year over year.

The Marketing Org

Just as we have reinvented how we build software we are reinventing how we market our products. Marketing is changing rapidly it is very clear that what worked for the past decade will not work for the next. AI is a convergent force it collapses the boundaries between roles.

For the last 20 years marketing in technology companies has become increasingly specialized. This made sense because digital channels increased and became fragmented martech stacks exploded and every function was expected to prove its ROI. To manage that complexity teams built deep specialists for every channel every stage every metric.

This led to two big things:

1. Hyper specialization driven by an obsession with attribution and RoI led to demand teams having a lot more influence than brand teams.
2. As teams increased in size coordination costs compounded. Adding a 5th person to a team adds 4 additional relationships. With so much planning and so many handoffs progress became slower.

AI markets reward neither of these things.

• It is so fast moving that speed is more important than precision in attributing RoI. What matters most is how fast you can learn in public.
• The market is hyper competitive where companies can quickly replicate each others differentiating features. Therefore the only true differentiator is brand. That includes credibility trust and taste.

We believe there is a new way for marketing in the AI age and we have been pioneering many of these ideas in the market. As well as executing this new way we are experimenting with different things including the work we do and how we organise ourselves. The environment is very fast paced we ship a lot we learn hard and we iterate constantly. We follow new Marketing Principles.

We believe that Marketing teams in the future will be filled with generalists. We call them full-stack Marketers: people who are builders by default people who can create and ship across any part of a marketing org.

There are three reasons why generalist full-stack Marketers will become common:

1. Speed will win. Therefore increases in quality through specialization are not worth the slowness that comes from bigger teams.
   
   
2. AI is a convergent force. AI tools give generalists specialist knowledge and skills and can significantly close the quality gap. For example:
1. A generalist with an AI powered video tool can produce work close to an experienced editor.
2. A generalist with an agent trained on your strategy positioning messaging brand voice etc. can produce PMM team quality content.
   
   
3. The skills and traits that make great marketers great are universal and independent from their specialism:
1. Deeply understands the customer and market
2. Deeply understands the product
3. Excellent ability to synthesise patterns across both
4. Clarity of thought in turning the synthesis into customer communication
5. Excellent writer and content creator

Were hiring full-stack marketers who can stretch across the journey: talking to customers deeply understanding how the product works shaping positioning and crafting narratives creating and publishing content scripting a video building a landing page and measuring performance.

These full stack marketers will still work with specialists at times. Specialism isnt dead it just has a narrower role in modern marketing orgs supporting fast moving full stack marketers.

The Role

The Director of Content will manage editors and full stack marketers working across Content PMM and Advocacy. They will own core Content artifacts:

• Our content strategy: what we say and how we say it
• Our thought leadership and proof library
• A high-velocity content operation designed for speed experimentation and technical credibility.

They are responsible for turning complex technology and strategy into clear credible and creative stories that build belief in Intercom and Fin. They will create and scale multi-format content including writing video product demos customer stories social and education. They will work daily with Product Design PMM and Integrated Marketing to ensure everything we publish is fast technically grounded and reflects our Marketing Principles.

Intercom is a very creative company we pride ourselves on inventing new and better ways to do things so this role is a very creative one.

Attributes were looking for:

• Ambitious & Competitive - You want to have a very successful career. You think big set a high bar for yourself and want to win. Youll always go the extra mile to do what it takes. This is a highly competitive time as AI makes it easy to start new companies and copy features so we need people who want to lead not follow.
• Confident & Decisive - You back yourself and your team. Youre willing to be wrong you dont seek approval and you optimize for progress over consensus. You ask for forgiveness not permission. You value momentum and believe shipping beats perfect planning.
• Curious & Intellectually Engaged - Youre always learning reading experimenting and asking why things are the way they are. You use your full brain power to keep up with AIs pace constantly exploring new tools and ideas to improve how we work.
• Delivers Great Work & Works Hard - You reliably ship. You make every day count and dont like days when nothing was made built or shipped. You find meaning in work and put in the effort required to win especially in a time when competitors are working just as hard.
• Technical & Internet-Native - You live in the medium you build. You love technology try new products and understand how digital culture works what resonates and what feels dated. You cant be successful with a technology you dont personally use and understand.
• Tasteful & Creative - You understand the zeitgeist and what connects emotionally with people. You draw inspiration from design art and culture to create ideas that resonate deeply.
• Impatient & Change-Oriented - You hate when things move slowly and work to fix the root causes. You thrive in ambiguity and love leading people through transformation. Youre here to build something new and better fast.

Skills were looking for:

• Research - You can do research to understand customers stakeholders and what they need think and do. You apply the same research mindset to internal customers-what does a sales rep need What blockers does a Marketing Generalist face
• Communication (Especially Writing) - Youre excellent at communicating ideas clearly. You write crisp briefs synthesis memos and updates that drive alignment. You know when to write and when to talk.
• Critical Thinking - You reason from first principles. You dont accept thats how its always been done. You question assumptions and find better ways forward.
• Creativity - You come up with new ideas and new ways of doing things. You see connections others miss. Youre not constrained by how things worked before.
• Collaboration - You work well across functions. You build trust quickly. You make other people better and more effective.
• Relationship Building - Youre good at making connections and building relationships-from internal stakeholders to customers to external partners.
• Analysis - You measure whether what youre doing is having impact. You use data to make decisions and iterate quickly.

Benefits

The base salary range for candidates within the San Francisco Bay Area is $238000 - $285000. Actual base pay will depend on a variety of factors such as education skills experience location etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs). We also provide a full benefits package to all regular employees.

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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