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.

Whats the opportunity?

We’re looking for a clever and driven Senior Communications Manager to join our small but influential global communications team. This position will be based in San Francisco and report to the Senior Manager, Communications. This isn’t your status quo communications team—we prioritize ingenuity, take a grounded and realistic approach to communications, and don’t rely on “best practices” for the sake of “best practices.” You’ll have the opportunity to define the communications function and make an immediate impact on high-level company work.

The Senior Communications Manager will focus primarily on proactive and reactive external communications. There’s lots of room for growth and creativity, with the unique opportunity to contribute (time permitting) to some internal communications.

What will I be doing?

Work with the Senior Manager, Communications on high-level external communications strategy
Contribute to comprehensive communications plans with clear objectives, sharp messaging, timelines, and success metrics
Directly manage two communications agencies
Execute media relations, speaking opportunities, narrative and messaging creation, some awards programs and more
Create and manage news announcements, launches and thought leadership programs
Place Intercom’s messages and POVs in both traditional and non-traditional media
Work cross-functionally with teams including Go-To-Market, R&D, and more
Contribute to some internal communications

What skills do I need?

Hard skills

7+ years of external communications experience (both agency and in-house) with direct agency management experience; high-growth tech or startup experience is required
Experience contributing to overall communications strategy and developing communications plans
Ability to brainstorm and pitch stories to both traditional and non-traditional media, with a proven track record of success. You should have a strong familiarity with business and technology press, but also understand how and where people consume content beyond traditional press
Strong writing skills and the ability to develop and edit content, including pitches, speaking abstracts, award submissions, briefing materials and other documents
Strong project management and prioritization skills, with experience handling multiple projects at once and proven ability to switch gears quickly and effectively
Excellent communication skills (written, verbal, presentation, and interpersonal) with prior experience partnering and consulting with leadership and executives
Bachelor’s degree in Communications, Public Relations, Journalism or related field

Soft skills

Absolutely stellar organizational skills and attention to detail
A positive outlook and growth mindset
Adaptable and resourceful in a fluid, fast-paced environment, with the ability to deliver great communication under pressure
Solid reasoning, critical thinking, and judgment instincts to make sound decisions in unpredictable situations
Emotional intelligence driven by intuition, with an empathetic mindset
Aligns with our team values

Move fast, but with purpose
Protect the Intercom brand
Prioritize ingenuity over status quo
Communicate clearly, concisely, and transparently

Bias towards action to anticipate problems and solve them proactively
Approachable, authentic and confident communicator that keeps it real and simple, without overly formal speak or jargon

Benefits

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 meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded!
Open vacation policy and 10 corporate holidays
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family!

The base salary range for candidates within the San Francisco Bay Area is $153,00 - $182,750. 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).

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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