What's The Opportunity?
The helpdesk is having its biggest moment in a decade. AI is transforming what a helpdesk can do - and Intercom is the only company building a helpdesk and an AI agent as a single, integrated platform. This role is about owning that story: showing existing customers that we're investing deeply in the product they rely on, and establishing Intercom's vision for what an AI-first helpdesk looks like to the broader market.
This is a senior IC role for someone who wants to operate at the centre of product, AI, sales, and strategy. You'll own the positioning and messaging for Intercom's Helpdesk product — connected with the product team, close to customers, and responsible for one of the most important narratives in the company: why Helpdesk and Fin together is fundamentally better than either alone.
You'll shape how we talk to the 25,000+ businesses already using Intercom, build the narrative for an AI-first helpdesk era, and establish Intercom as the obvious choice for teams who want their AI agent and their human support layer working as one. You'll work directly with product, engineering, sales leadership, and the marketing team. You'll be hands-on with the product and the tech. This isn't a lane job - it's a builder role for someone who wants to work fast, think from first principles, and help define what great PMM looks like.
What Will I Be Doing?
- Shape the ICP and audience for Helpdesk - helping guide marketing and GTM teams on where to focus and direct campaigns and sales plays
- Lead positioning and messaging for the Helpdesk product area from first principles - owning the 1+1=3 story of Helpdesk + Fin and why the integrated platform delivers outcomes a standalone tool never could
- Define and build the narrative for Intercom's AI-first Helpdesk vision - what it means, why it matters, and why Intercom is uniquely positioned to deliver it - and bring it to market in a way that reshapes how buyers think about the category
- Partner with Product on how we communicate product investment and progress to existing customers - turning roadmap momentum into customer confidence that retains and expands accounts
- Build crisp, high-impact narratives and enablement that sales actually uses and establishes confidence. Work closely with Customer Success and Account Management to ensure messaging lands with the customers who need to hear it most
- Create high-quality core PMM assets yourself: web pages, first call decks, narratives and scripts launch materials. And maintain the core ‘brain’ of PMM context that feeds our AI-first approach
- Lead launches and go-to-market moments, working cross-functionally to deliver crisp messaging that fits for sales, campaigns and content needs
- Drive cross-functional alignment on what we're saying, why, and how it shows up everywhere - from the website to the sales deck to the customer email
What We're Looking For
This role is for someone who is a hybrid: part strategist, part storyteller, part technologist. You move between customer insight, product detail, competitive analysis, and creative expression without friction.
You've done this before
- 5+ years in product marketing, ideally in B2B with a track record of shaping how complex products are understood in market
- You've owned a core product area end-to-end - from ICP and positioning through to launches and field enablement
- You've worked in fast-moving environments where the product ships faster than the messaging can keep up - and found a way to move at that pace without losing quality
- Experience with customer retention or expansion motions is a strong plus
You think and write with precision
- Excellent written communication - you write crisp briefs, sharp narratives, and synthesis memos that drive alignment
- Strong editorial judgment - you know the difference between a sharp positioning statement and marketing language that means nothing
- You push back on vague claims and force specificity - in your own work and in others'
You're product-obsessed and technically engaged
- You read the docs, use the product, and dig into the tech before you craft a single message
- You're genuinely curious about AI - not just as a talking point, but as something you think about, experiment with, and engage with constantly
- You use AI tools fluently in your own work and are always looking for new ways to move faster and think sharper
You operate at the intersection of strategy and execution
- You don't hand off strategy and wait - you take it all the way to the asset, the launch, the field
- Strong judgment and the ability to work independently on large, high-stakes initiatives
- A systems thinker who builds messaging architectures and frameworks others can use, not just one-off assets
- You work well across functions, build trust quickly, and make the people around you more effective
Attributes We're Looking For
- Ambitious and competitive - you set a high bar, think big, and want to win. You'll go the extra mile and you're motivated by building something that leads the market.
- Confident and decisive - you back yourself, optimise for progress over consensus, and value momentum. You ask for forgiveness, not permission.
- Curious and intellectually engaged - you're always learning, experimenting, and asking why. You keep up with AI's pace and use it to improve how you work.
- Tasteful and creative - you understand what connects emotionally with people and draw on design, culture, and craft to create ideas that resonate.
- Impatient and change-oriented - you hate slow and work to fix the root cause. You thrive in ambiguity and love building something new.
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!
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
- 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.
#LI-Hybrid
