Senior Full Stack Marketer

<p>Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. </p> <p>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. </p> <p>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.</p><h2><strong>The Product</strong></h2> <p><a href="https://fin.ai/">Fin</a> is our flagship product, an AI Agent for Customer Service. Fin is a powerful product, and a leader in our category. We just launched <a href="https://fin.ai/fin3">Fin 3</a>, our latest big evolution of the product. </p> <p>Fin is a broad product, capable of delivering outstanding customer service across a wide range of customer queries and channels. Fin is delivering<a href="https://fin.ai/customers"> huge value for our customers</a>, and is helping them transform their operations. Fin is a deep AI product, built on a proprietary stack that includes a sophisticated RAG system, and custom models. Fin works seamlessly with the rest of the Intercom product. When Fin can’t answer, it hands off to the human team, who work in our <a href="https://www.intercom.com/helpdesk">Helpdesk</a> to provide excellent human support.</p> <p>We are currently early in executing on a <a href="https://fin.ai/customer-agent">new vision for Fin</a>, where Fin will expand to become a full Customer Agent, expertly managing all customer communications to deliver an unparalleled customer experience.</p> <h2><strong>The Company</strong></h2> <p>Intercom is an often cited, standout example, of a company that has successfully transitioned from Saas to AI. This is because we bet on AI very early, and radically changed what we prioritise and how we work. We have undergone a massive transformation internally to set us up to win in the coming years. We have made multiple big bets, each of which has paid off:</p> <ul> <li>We bet the entire company on AI over 2.5 years ago, and completely changed our product strategy and execution. This has enabled us to be a market leader with Fin.</li> <li>We bet on and built a full AI stack, including the best RAG system for our category, and our own custom models trained on millions of customer interactions. This gives us an important competitive edge. </li> <li>We executed a full Intercom rebrand, inventing a new style anchored in futurism and art, that has been copied many times since. This has made our new Fin brand remarkable, and memorable.</li> <li>We redesigned pricing from first principles to be customer first, and were first to bring outcome-based pricing to market. This has set up a win-win dynamic for us and our customers. </li> <li>We split Fin and our Helpdesk into two separate products, so Fin could be marketed and sold independently. This enables us to sell Fin to businesses who can’t switch off large legacy competitors.</li> <li>We completely redesigned how we build software, fundamentally changing how our product and engineering teams work. This has enabled us to ship product updates a lot faster.</li> </ul> <p>We think long term. We are only 2 years into the AI technology cycle, and much has changed, but even more change is to come. We will continue to make very big bets, because we believe it is necessary to win in AI.</p> <p>Intercom is growing fast with a lot of opportunities to grow faster. Q1 this year was our largest revenue quarter in our history. Q2 beat Q1. Fin is our fastest growing product ever, and <a href="https://x.com/lennysan/status/1958561879179337750">revenue is growing over 300%</a> year over year. </p> <h2><strong>The Marketing Organisation</strong></h2> <p>Just as we have reinvented how we build software, we are reinventing how we market our products. Marketing is changing rapidly, it is very clear that what worked for the past decade will not work for the next. AI is a convergent force, it collapses the boundaries between roles.</p> <p>For the last 20 years, marketing in technology companies has become increasingly specialized. This made sense because digital channels increased and became fragmented, martech stacks exploded, and every function was expected to prove its ROI. To manage that complexity, teams built deep specialists for every channel, every stage, every metric.</p> <p>This led to two big things:</p> <ol> <li>Hyper specialization, driven by an obsession with attribution and RoI, led to demand teams having a lot more influence than brand teams.</li> <li>As teams incre