Engineering Manager @ Intercom

INACTIVE

Full-Time

Engineering Manager

Intercom

1,001-5,000 employees

AI-enhanced customer service solution for businesses

Senior

London, UK

Required Skills

Customer Service

Requirements

Ability to lead Engineering teams that deliver impact quickly
Experience developing and supporting a team of engineers
Track record of partnering with product and design leadership
Demonstrated impact in a similar technical leadership role
Growth mindset and eagerness to learn
Ability to thrive in an ambiguous environment with a high degree of autonomy

Responsibilities

Partnering with engineering, product, and design leaders to shape team direction and strategy
Supporting and driving strategy to clear impact with the help of your team
Enabling your team to achieve high levels of productivity, performance, and reliability
Teaching, mentoring, coaching, and being a role model for engineers and other engineering managers
Creating a collaborative, inclusive, and supportive team culture focused on fast, focused, high impact execution
Shaping and evolving engineering culture by contributing to engineering organization programs

Desired Qualifications

Experience in a fast-growing start-up
Experience in customer service or support industry
Experience with ticketing solutions
Experience with automation and AI technologies

Intercom is an AI powered, automation-first customer service platform that lets businesses deliver fast support, keeping customers satisfied, costs low, and service teams happy.

It is the only complete customer service solution that provides a seamless customer experience across automation and human support. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital.

What’s the opportunity? 🤔

Become the Engineering Manager for a team at the center of our support strategy and our mission to make business personal. You’ll be responsible for leading the team who are building our highly differentiated, next gen ticketing solution. This is an opportunity to lead an existing team to deliver a huge amount of impact for our customers and raise the bar for high performance in how we work.

What will I be doing? 🚀

Partnering with engineering, product, and design leaders to shape team direction and strategy.
Supporting and driving this strategy to clear impact with the help of your team.
Enabling your team to achieve high levels of productivity, performance and reliability.
Teaching, mentoring, coaching and being a role model for engineers and other engineering managers.
Creating a collaborative, inclusive and supportive team culture focused on fast, focused, high impact execution.
Helping to shape and evolve our engineering culture by contributing to our engineering organization programs.

What skills do I need? 📖

We recognise that sometimes these lists can appear as strict requirements, but that’s not the case. Even if you feel you have a subset of the experience below - that’s ok, we’d love to talk to you!

An ability to lead Engineering teams that deliver impact quickly.
Experience developing and supporting a team of engineers in their personal growth and career progression.
A track record of partnering with product and design leadership to deliver great outcomes.
Demonstrated impact in a similar technical leadership role.
A growth mindset and eagerness to learn.
The ability to thrive in an ambiguous environment with a high degree of autonomy

How will I be supported?

You will buddy with another London based manager who will help you to onboard and get up to speed quickly.
You will have a close group of management peers to collaborate with and learn from.
We invest heavily in our Managers, supporting individual career development through training and coaching

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 equity in a fast-growing start-up
We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Regular compensation reviews - we reward great work!
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Open vacation policy and 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
If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

#LI-Hybrid

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. Intercom is currently able to hire if an employee has a permanent residence in the following locations; Australia, Ireland, England and applicable US states. (California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington).

Is this role not quite what you’re looking for? Join our Talent Community to stay connected with us.

Intercom

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Website

View Company Profile

Intercom stands out as a leading customer service solution provider, offering a unique blend of automation and human support that enhances customer satisfaction while reducing operational costs. Their AI-enhanced workspace, trusted chatbot, and no-code automations facilitate efficient team collaboration and swift issue resolution, contributing to a 15% increase in handled conversations. With over 25,000 global organizations relying on their platform, Intercom's commitment to delivering unparalleled user experiences and their vision for a future where most customer conversations are resolved without human intervention, make it an exciting and rewarding place to work.

Company Stage

Series D

Total Funding

$291.9M

Headquarters

San Francisco, California

Founded

2011

Growth & Insights

Headcount

6 month growth

↑ 4%

1 year growth

↑ 9%

2 year growth

↑ 8%

Benefits

We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.

We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.

We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.

The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.

INACTIVE