Manager, Customer Education (Production & Innovation)

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. 

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. 

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity? 

At Intercom, we’re on a mission to make internet business personal. Our AI-first customer service suite is changing the standard for how businesses support their customers, making it faster, smarter, and more human. Our Customer Education team plays a key role in that mission by equipping our customers with the knowledge, tools, and training they need to get the most value out of Intercom.

As Manager, Customer Education (Production & Innovation), you’ll report to the Director of Customer Education. This role will be responsible for driving the evolution of how we design, produce, and deliver learning experiences at scale across all our distribution channels: our Fin and Intercom products themselves, our Fin and Intercom Academies and non-owned channels like Youtube or content syndication opportunities. You’ll lead innovation in our production processes, champion the use of new technologies (including AI), and set the standard for quality across all of our educational formats and platforms. You’ll also partner closely with teams across the business to ensure we’re creating impactful content that supports our customers and partners in product adoption. 

This is a senior-level, strategic role at the intersection of learning, technology, and design, requiring creativity, operational rigor, and strong cross-functional collaboration. You’ll be at the forefront of building scalable, high-quality education that blends digital production, automation, and human creativity to help customers succeed with Intercom.

This is a fantastic opportunity for a proven leader who is passionate about education, obsessed with quality, and driven to innovate in how learning is created and delivered. We move fast, experiment boldly, and raise the bar on every piece of content we produce. If you want to shape the future of customer learning and build industry-defining educational experiences, join us.

• Define, codify and help evolve our production process, with a strong focus on video and continuous innovation, including (but not limited to) AI production tools and processes. 
• You’ll help define and maintain the voice, tone, design, style, and user experience across our CEd content and surfaces. 
• You’ll partner with our team of LXDs and additional producers (as required) to lead creative direction. 
• Formalize the inputs for our content roadmap. From CSM, Support, Product, Growth and ad hoc business requirements, we need to assess, prioritize and manage expectations before committing to production.
• Build and maintain a clear production roadmap and calendar, ensuring content produced by the team launches on time and in step with prioritization requirements.
• We’re looking for a creative leader who can lead by example. In addition to driving innovation, you’ll directly produce and deliver impactful educational content as part of your work.

• You’re very data literate: and will own the performance of the content, systems and processes you create. Examples (but not limited to):
• On time shipping of content
• Learner sentiment for the content you help produce
• Performance of the content you help produce

• You have 5+ years of proven experience leading customer education production and delivery in education.
• You have strong project and people management experience (3+ years managing contractors, vendors, and/or direct reports).
• Track record of scaling production through tooling, workflows, and process innovation.
• You’re curious about and comfortable with new technology, bringing a solid understanding of AI and customer experience tools.
• Strong cross-functional collaboration skills to drive customer outcomes at scale.
• You’re a natural storyteller and are a natural at explaining complex topics simply and in an engaging way.
• You have a strong data-driven and operational mindset, with experience A/B testing, and leveraging data visualization platforms such as Tableau. 
• Player-coach with strong execution chops. Our team has to move extremely fast. This is a hands-on role, not a people manager-only role.

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

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

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 three 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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