Staff AI Product Designer

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.

Role Overview

What Youll Do

• Identify and pattern match high-value opportunities for AI across the product
• Define what AI should doand just as importantly what it should not do making hard or unpopular calls when needed
• Set clear boundaries for autonomy vs human control

• Architect AI-driven workflows and agentic systems that operate across real-world scenarios and over time including multi-step and agent-to-agent interactions
• Establish decision frameworks: when systems should act ask escalate or defer
• Design for uncertainty failures and edge cases as core system behavior
• Develop and apply design principles and heuristics to shape how AI systems behave and make decisions
• Ensure systems remain coherent and predictable even as complexity scales

• Design experiences for users who are increasingly managing AI systems and agents
• Design how AI integrates into real user workflows not just isolated interactions
• Define the role of the human in the loop: where users guide review or override
• Ensure users can understand trust and recover from system failures
• Partner with product designers to continuously shape and adapt the product experience as underlying systems evolve

• Define what good looks like (e.g. trust accuracy effort reduction and whether outputs are structured and usable in context)
• Design evaluation scenarios and feedback loops
• Analyze outputs to identify failure modes and system weaknesses
• Design for reliability at the system level preventing agentic breakdowns

How Youll Work

• Shape direction from the earliest stages of zero-to-one problems
• Influence across teams without formal authority
• Operate in a highly autonomous fast-moving environment with evolving constraints
• Lead ambiguous in-flight workmaking calls on when to adapt the product vs. push on system improvements as things evolve
• Act as a bridge between AI research technical capabilities and user needs
• Collaborate deeply with ML scientists PMs and product designers
• Prototype and run focused experiments that isolate variables and generate clear insights
• Stay close to system behavior by regularly reviewing outputs and raising the bar on quality

What Were Looking For

• Strong product judgmentyou consistently make high-quality calls on what to build and why
• Ability to influence without authority
• Experience working on zero-to-one products and comfort operating through ambiguity and rapid change
• Deep understanding of LLMs and their limitations along with a grounding in traditional ML approaches and when to use them instead
• Experience defining design principles heuristics or evaluation criteria for AI systems
• High standards for quality with a track record of identifying where AI systems break down in real-world use
• A scientific mindsetyou can design experiments that isolate variables and produce meaningful insights
• Systems thinker: youre happier designing behaviors and flows than polishing interfaces
• Were open to non-traditional backgrounds (e.g. product managers engineers or others) if you have strong product sense and a track record of representing user needs in technical systems

What This Role Is Not

• You will not be training models or building ML infrastructure
• You will not be responsible for backend architecture or performance optimization
• You will only occasionally design UIthis is not the focus of the role

Why This Role Is Compelling

• Youll join a mature AI discipline operating at the frontier. Intercom already has an established AI Design team and strong cross-functional understanding of this role so you can focus on building rather than justifying your value.
• You wont be adding AI to a product. The quality of our AI is the quality of our product. This is a technical hands-on role where you have the satisfaction of working with tight feedback loops.
• Youll shape product direction not just execution. Youll operate upstream in a high-autonomy environment with real ownership over outcomes.

Benefits

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 annual bonus and equity
• Regular compensation reviews - we reward great work!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
• Generous paid time off above statutory minimum
• Hybrid working
• MacBooks are our standard but we also offer Windows for certain roles when needed.
• Fun events for employees friends and family!

#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.