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?
We’re looking for a visionary Global Director to lead and scale our Professional Services organization. Reporting to the VP of Solutions and Success, you’ll collaborate with the global Customer Solutions leadership team—encompassing Sales Engineering, Professional Services, and Customer Success—to shape the future of how we deliver value to our customers.
In this high-impact role, you will build, lead, and develop a team of top-performing professionals, including individual contributors and a senior manager, across multiple regions. Partnering closely with Sales and cross-functional leaders, you will design and execute strategies that drive customer success, adoption, and long-term growth. As a key member of the global Sales, Solutions, and Customer Success leadership team, you’ll play a pivotal role in achieving our ambitious goals.
You will champion customer excellence, ensuring our Professional Services team is equipped with deep expertise in customer service, AI agents, and delivery best practices. Your leadership will be critical in empowering customers to unlock value, scale their success, and deepen their partnership with us.
What will I be doing?
- As a senior leader in our Solutions & Success team, you will build, lead, and develop a world-class team of multi-disciplinary Professional Services individual contributors and Managers that live Intercom’s values
- Develop and operationalize the Intercom Professional Services vision, strategy, initiatives, and tactics
- Deliver on global targets and key metrics through operational excellence
- Drive change globally and more broadly, marshaling and guiding resources to implement impactful, scalable solutions
- Help personally create customer wins, model customers, references, and case studies
- Prioritize investment of resources and efforts with customers
- Partner with teams and leaders across GTM such as Sales, Marketing, Solutions Engineering, Customer Success, Partnerships, and Support to create a seamless customer experience
- Scale Intercom’s Professional Services capabilities through a trusted network of Solutions and Delivery partners
- Collaborate effectively with Product and Engineering partners to drive success for our Customers and Intercom
- Contribute to the overall vision and strategy of the Solutions and Success organization
What skills do I need?
- Leadership Experience: 8+ years in professional services or consulting, including 4+ years in services sales or delivery leadership roles managing teams of individual contributors and managers. SaaS (esp in usage-based / consumption model) or AI experience is a plus.
- Track Record of Success: Proven experience in a senior professional services delivery role, owning both sales and delivery outcomes.
- Team Development: Demonstrated ability to grow and develop high-performing teams, with a focus on managers and individual contributors.
- Customer-Centric Focus: Strong customer-obsessed mindset, shaping strategies and execution to drive customer adoption, maturity, and retention.
- Executive Communication: Excellent executive-level communication skills, leveraging data and metrics to influence customers and internal stakeholders.
- Strategic Prioritization: Strong prioritization skills to manage multiple concurrent projects and achieve results in a dynamic environment.
- Relationship Management: Proven ability to establish meaningful relationships with customers and partners, hold them accountable, and build mutually beneficial partnerships.
- Cross-Functional Collaboration: Proven ability to align with internal teams (Sales, Customer Success, Product & Engineering, Partnerships, Customer Support) to achieve shared goals.
- Decisive Problem Solving: Comfortable making sound decisions in fast-paced, ambiguous environments with limited data.
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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