Intercom
About Intercom
Intercom is an AI‑powered customer service company founded in 2011, serving nearly 30,000 global businesses. Our flagship product, Fin, is an advanced AI agent that delivers always‑on, impeccable customer service, and integrates with our Helpdesk to form the Intercom Customer Service Suite. Intercom’s rapid growth and commitment to innovation build new standards in the AI‑customer experience space.
The Role
The Director of Content will lead a team of editors and full‑stack marketers to create and scale multi‑format content that articulates and amplifies Intercom’s product vision. Responsibilities include:
Defining and owning the content strategy: what we say and how we say it.
Building and maintaining a thought leadership and proof library.
Operating a high‑velocity content pipeline focused on speed, experimentation, and technical credibility.
Turning complex technology into clear, credible, and creative stories that build belief in Intercom and Fin.
Producing and scaling content in writing, video, product demos, customer stories, social, and education.
Collaborating daily with Product, Design, PMM, and Integrated Marketing to ensure all published assets align with our Marketing Principles and are technically grounded.
Driving the content team’s growth and professional development.
Attributes We're Looking For
Ambitious & Competitive – sets high personal and team goals and relentlessly pursues success.
Confident & Decisive – makes decisions quickly, values momentum, and seeks forgiveness over permission.
Curious & Intellectually Engaged – continuously learns, experiments, and questions assumptions.
Delivers Great Work & Works Hard – consistently ships products, drives progress, and thrives in high‑pressure environments.
Technical & Internet‑Native – lives in the medium, understands digital culture, and uses technology to produce content.
Tasteful & Creative – draws inspiration from design, art, and culture to craft emotionally resonant ideas.
Impatient & Change‑Oriented – moves fast, solves root causes, and leads people through transformation.
Skills We're Looking For
Research – gathers insights from customers, stakeholders, and internal teams to inform content.
Communication (especially writing) – crafts clear briefs, synthesis memos, and updates that align teams.
Critical Thinking – reasons from first principles, challenges status quo, and proposes better ways forward.
Creativity – generates innovative ideas and sees new connections.
Collaboration – builds trust across functions and elevates teammates.
Relationship Building – connects with internal stakeholders and external partners.
Analysis – measures impact, uses data for decisions, and iterates quickly.
Benefits
Base salary range for San Francisco Bay Area candidates: $238,000 – $285,000 . The actual offer will depend on education, skills, experience, and location. All regular employees may be eligible for the corporate bonus program, sales incentives, and Restricted Stock Units (RSUs). A full benefits package is also provided.
Policies
Intercom follows a hybrid working policy: employees are expected to be in the office at least three days per week. We espouse a radically open and accepting culture, avoiding divisive topics in workplace communication and focusing on safe, inclusive collaboration.
Equal Employment Opportunity
Intercom is committed to equal opportunity and does not discriminate on the basis of race, color, religion, creed, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected characteristics.
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