Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.

Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.

What's the opportunity? 🤔

At Intercom the Monetisation Platform Group is responsible for the foundations of our revenue growth as well as delivering a fair, transparent pricing and an exceptional purchase and billing experience for our customers. In 2024 we will take on a company level objective to help Intercom reinvent how our customers purchase, use and pay for Intercom. To achieve this, we will execute a number of initiatives with work required across R&D, Growth, Finance, Sales and Marketing. 

Within the Monetization Platform Group, our Billing Team owns Intercom’s subscription management systems and data, which are at the heart of how we package, price, sell and manage all of the products and services that we build. These systems accelerate the efficiency of our Go To Market teams, enable faster growth of our business and deliver a great customer experience. 

As a Senior Product Manager for the Billing Team, you will own the strategy around how we grow and evolve our subscription management systems and data. You will partner closely across the org,particularly with Finance, Growth, and Monetization, to define the system’s features and capabilities - creating the next generation of our core monetization infrastructure..

What will I be doing? 🚀

  • You’ll manage the roadmap: capture work from a wide range of inputs, understand and prioritise this work so your team is always working on the most impactful projects
  • You’ll deeply know the problems that you’re tackling through research and regular interaction with internal stakeholders and customers; define and frame those problems for the team
  • You’ll collaborate with your team in thinking big, to imagining future solutions that solve these problems
  • You’ll scope these solutions to their smallest coherent state to ship to customers as early as you can
  • You’ll constantly evaluate if your solutions have solved the problem through quantitative and qualitative measures, both in beta’s and after full release.
  • You’ll own and maintain the quality of the product areas your team are responsible for; deliver world-class software in every release.
  • You’ll motivate a group of committed, smart people to do the best work of their careers

What skills do I need? 📖

  • Multiple years experience as a product manager, with a proven track record of shipping impactful products.
  • Ideally, you have experience working with billing systems and/or monetization teams.  You understand how billing and monetization interact with finance and other business systems.
  • Demonstrable experience of leading a team
  • You can clearly communicate product decisions and the rationale behind them. You’re comfortable making decisions without consensus. You can help others make decisions by being persuasive. You are excellent at stakeholder management.
  • You’re entrepreneurial; you don’t need direction; you're self-driven.
  • You’re organised, not ad hoc.
  • You’re able to easily switch between thinking creatively and analytically.

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
  • MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

#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 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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