The customer communications platform that personalizes engagement
Intercom is a leading customer communications platform headquartered in the Financial District of San Francisco, CA. With over 25,000 businesses using its services, including Amazon, Meta, and Atlassian, Intercom reaches approximately 600 million end users each month. The company has raised $240.8 m...
Intercom offers a generous open vacation policy, health insurance, and a wellness program that covers gym expenses up to £90 quarterly. Employees enjo...
Intercom fosters a culture centered around customer-centric innovation and effective communication. The company prioritizes remote work flexibility an...
Intercom • Dublin, Ireland
Intercom is seeking a Senior Engineering Manager to lead teams focused on their support platform. You'll be responsible for the Inbox and Ticketing product, driving clarity and excellence in customer support solutions. This role requires strong leadership and product management skills.
You have a proven track record of leading engineering teams and managing complex product areas. With a strong background in customer support technologies, you understand the nuances of delivering exceptional customer experiences. You excel in fostering collaboration and driving clarity within your teams, ensuring that everyone is aligned towards common goals. Your leadership style emphasizes ownership and accountability, empowering your team members to take initiative and excel in their roles. You are passionate about building high-performing teams and have experience in scaling products that have a significant impact on customer satisfaction.
Experience with AI technologies and customer service platforms is a plus. Familiarity with product management methodologies and agile practices will help you thrive in this role. You are comfortable navigating complex product landscapes and can effectively communicate with cross-functional teams to drive product success.
As a Senior Engineering Manager at Intercom, you will own one of the largest and most complex product areas within the company. You will lead the development of the Inbox and Ticketing product, which is central to Intercom's customer support solution. Your role will involve setting strategic direction, defining product roadmaps, and ensuring that your teams deliver high-quality features that enhance customer experiences. You will collaborate closely with product managers, designers, and other engineering teams to align on priorities and deliverables. Your leadership will be crucial in driving innovation and continuous improvement within the support platform, helping to shape the future of customer service at scale.
You will also be responsible for mentoring and developing your team members, providing guidance and support as they tackle challenging projects. You will foster a culture of excellence and accountability, encouraging your team to push boundaries and deliver exceptional results. Regularly reviewing performance metrics and customer feedback will be part of your responsibilities, allowing you to make informed decisions that enhance product offerings.
Intercom provides a dynamic work environment where you can make a significant impact on customer service solutions. You will have the opportunity to work with cutting-edge AI technologies and collaborate with a talented team dedicated to transforming customer experiences. We value diversity and encourage you to apply even if your experience doesn't match every requirement. Join us in setting the new standard for customer service and be part of a mission-driven company that prioritizes innovation and customer satisfaction.
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