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? 🤔

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. We live by our seven company values everyday: Success First, Customer Obsessed, Incredibly High Standards, Open Mindedness, Resilience, Impatience, Positive & Optimistic and Customer Obsessed. They are stitched into the way we work, interact with others, and hold ourselves accountable. We’re eager to hire individuals who are passionate about our mission, deeply aligned with our values, and are excited to help shape the future of customer service.

We’re looking for a Senior Designer for our Reporting team. This is a business critical area of Intercom where you’ll be leading design on our metrics and data visualisation reporting features. 

You will do meaningful product design work at a highly admired product-driven company that's driving real change in the industry.

Each senior product designer at Intercom works in a team with a product manager, up to 6 engineers, and some also work directly with research and analytics. Together they own a part of Intercom, ship solutions to challenging problems and get feedback directly from customers.

We've had designers in key leadership roles, including at the exec level, from the very beginning. This has made design a core foundation of our company's DNA. This means that you'll never have to justify the importance of design.

We genuinely care about people and value kindness in our everyday interactions. You'll be able to be yourself, feel valued, supported, learn and grow no matter how experienced you are.

If you want to learn more about what it's like to work here, read what makes us different, and watch a keynote from our CEO talking about our mission, vision and the next chapter of Intercom.

What will I be doing? 🚀

  • Leading design of our Reporting platform, which entails designing new Reporting capabilities, data visualizations, and metrics.
  • Work through design problems from beginning to end, translating insights from research and analytics into concepts that form disruptive new products and features, and designing the detailed workflows and interactions required to make them a reality.
  • Coaching and supporting other designers building in and using the Reporting platform. Continuously working to improve Intercom’s design processes, principles, and tooling.
  • Sketch and prototype ideas to quickly assess their viability, and design the fine-grained details of components, interactions, and transitions.
  • Partner with product managers to define and evolve product roadmaps.
  • Work closely with engineers as you build, iterate on, and ship ideas.
  • Write about, present, and share what you’re learning, both internally and with the wider community via our blog, books, and events.

What skills and experience do I need? 📖

See what we look for when we hire designers

  • Experience designing digital products and systems, not just websites. You have helped ship products that solve real problems, and that people use.
  • Strong system design skills, experience building into complex systems or building a Design system a plus. 
  • Ideally experience working with reporting tools, data visualizations or SaaS products.
  • An appreciation of the entire product development process, from problem solving and system modelling, through to detailed UI, visual, and interaction design.
  • Ability to design polished, high-fidelity mockups of your solutions using modern design tools such as Figma and Sketch.
  • Ability to create interactive prototypes using tools like Figma, Framer, Invision, and Keynote, or in the browser with HTML, CSS, and JavaScript.
  • Strong communication skills to help people across the company understand the rationale behind your proposals, and the complex nuances of design problems.
  • Motivated self-starter who can deeply collaborate with other disciplines including product management, engineering, research, and analytics.
  • A growth mindset. Willingness to own problems. Comfort with ambiguity. A desire to make things better. A balanced sense of optimism and humility.

Your experience should ideally focus on designing software products, and your portfolio should clearly outline the problems you’ve taken on with your design work. It should touch on the process you applied to find solutions and overcome challenges, rather than focusing just on visual polish, or the final deliverables.

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

#Lihybrid

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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