Director, Engineering

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

What's the opportunity?

You will be the Engineering leader for our Automated Support group which is critical to our support strategy and will be responsible for leading teams involved in progressing our AI product space and helping to push the boundaries of what is possible.

This is an opportunity to lead an existing group to deliver a huge amount of impact for our customers and raise the bar for high performance in how we work.

You will have the opportunity to lead the definition and execution of key strategic initiatives across R&D and Intercom more broadly. We believe we do our best work when we work collaboratively across Product and Engineering and so you will be expected to partner closely with your peers in Product and Design.

What will I be doing?

• Leading a number of talented Engineering Managers in creating high performing teams delivering impact for our customers
• Coaching, mentoring and influencing some of the mostexceptional engineers in the engineering world, to ensure that each individual team member and manager is set up for success
• Being accountable for on-time, high-quality roadmap execution
• Helping shape the strategy for your group and teams
• Creating, improving and driving operational excellence, quality, security and privacy initiatives across your teams and the entire engineering organisation
• Growing and scaling your existing teams. Know when and how to build new teams for new challenges
• Culture is what makes Intercom great, you will strive daily to reinforce and help evolve our amazing culture
• You will work with your team, and our people operations partners to maintain high performance, high morale, and career growth for all your team

What skills do I need?

• You have a wealth of technical knowledge and expertise, and you have likely built top engineering teams toship a world-class product
• Leadership and mentorship are hugely important and are skills that you utilise every single day. You love inspiring and coaching people to help them do the best work of their career
• You take ownership of all projects and challenges that come your way and make sure that they come to a solid conclusion
• You’re proactive in everything, you love to work towards clear goals, and are extremely organised as you do so
• You know how to drive for constant growth, and you aim to make progress every single day
• You have likely driven significant organisation level improvements to how teams work in previous environments
• You’re a lateral thinker, you don’t put your own interests ahead of the greater good, and you’ve applied this thinking across previous teams

Bonus skills & attributes

• You’re opinionated about the work that you do, and you stand up for something you believe in; you’re not agreeable just for the sake of it
• You’re humble and honest, you know your strengths, but also your weaknesses. Setting up your environment to optimise for this knowledge comes naturally to you

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!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• 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 also offer Windows for certain roles when needed.

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.

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