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? 🤔

Intercom is leading the creation of a next generation solution for the Customer Service category. This huge category has been relatively dormant for the last decade, but is now undergoing transformational change due to advancements in Messaging, Automation, and AI. 

Our product has been leading this transformation, and is now maturing to a point where we believe we can win the category, by continuing to innovate and mature the product, but also take our story to market in a way that inspires and educates businesses about a new and better way to support customers and create great customer experiences.

Our website forms a critical part of this strategy. It is the primary way people learn about Intercom, whether through exploration and return visits, going on to sign up by themselves, or getting in touch with our sales team to help. Our website is the public source of truth for our product, and what it can do to help solve our customer's problems. It is a cornerstone of our brand, and what we believe about the world. In an increasingly product led world, our website is becoming more and more important.

We are currently fundamentally rethinking, redesigning and rebuilding our website, and our goal is to lead the market, shipping new creative, innovative ways to tell our story and inspire visitors to try Intercom. We need a new SEO Lead to help us do this.

What will I be doing? 🚀

The SEO Lead will be responsible for developing and implementing our SEO strategy, and identifying opportunities to grow our organic visits. You will be embedded in a cross functional team including engineers, product managers, designers, product marketers, and will be the organic growth expert in the team.

 

  • Develop an SEO strategy for Intercom to help us meet our overall company goals. 
  • Manage the roadmap to deliver on this strategy: understanding and prioritising the work to ensure the team is always working on the most impactful projects. You’ll influence other teams outside Team Web to ensure there is a consistent SEO strategy to our website content.
  • Track, analyse, and report on data to measure SEO effectiveness. Share these findings with key stakeholders
  • You’ll operate autonomously and be the SEO expert at Intercom, staying up-to-date with the latest search engine algorithm changes and SEO industry trends 
  • Collaborate closely with a cross-functional team of developers, product managers, product marketers, and designers to ensure we deliver a remarkable website, understanding the demands of design, product marketing, copywriting, engineering and SEO, and taking pragmatic approaches as needed.
  • Define and implement on-page SEO best practice, ensuring website content is optimised for user experience and search engine visibility
  • Define technical SEO best practice, and identify areas for improvements including site speed and mobile responsiveness. Work with the engineering team to roll out enhancements
  • Conduct keyword research to identify opportunities to optimise existing content

 

What skills do I need? 📖

  • Several years SEO experience, with a proven track record of success in improving organic search performance
  • Experience developing and executing on an SEO strategy, delivering demonstrable success
  • Strong analytical skills and experience with SEO tools such as Google Analytics, Google Search Console, SEMRush
  • You are a structured, logical thinker and communicator. You can clearly communicate your thinking to bring wide shared understanding.
  • You are a team player, collaborating to drive the right outcome for the team overall
  • You’re organised, not ad hoc. You are able to work independently, prioritise tasks, and manage multiple projects simultaneously

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
  • 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 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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