Senior Product Designer, Intercom
12 Month Fixed Term Contract, Team Workflows
+Equity
2+ days a week in office
The modern customer communications platform
Job no longer available
The modern customer communications platform
1001+ employees
Job no longer available
+Equity
2+ days a week in office
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- Experience designing digital products and systems, not just websites. You have helped ship products that solve real problems, and that people use
- Ideally experience improving the UX of a complex system
- An appreciation of the entire product development process, from problem solving and system modelling, through to detailed UI, visual, and interaction design
- Ability to design polished, high-fidelity mockups of your solutions using modern design tools such as Figma and Sketch
- Ability to create interactive prototypes using tools like Figma, Framer, Invision, and Keynote, or in the browser with HTML, CSS, and JavaScript
- Strong communication skills to help people across the company understand the rationale behind your proposals, and the complex nuances of design problems
- Motivated self-starter who can deeply collaborate with other disciplines including product management, engineering, research, and analytics
- A growth mindset. Willingness to own problems. Comfort with ambiguity. A desire to make things better. A balanced sense of optimism and humility
- Your experience should ideally focus on designing software products, and your portfolio should clearly outline the problems you’ve taken on with your design work
- It should touch on the process you applied to find solutions and overcome challenges, rather than focusing just on visual polish, or the final deliverables
What the job involves
- We’re looking for a Senior Designer for our Workflows team. Workflows is Intercom’s no-code, visual builder to help customers set up powerful automations, including Fin AI Agent
- You will do meaningful product design work at a highly admired product-driven company that's driving real change in the industry
- Each senior product designer at Intercom works in a team with a product manager, up to 6 engineers, and some also work directly with research and analytics. Together they own a part of Intercom, ship solutions to challenging problems and get feedback directly from customers
- We've had designers in key leadership roles, including at the exec level, from the very beginning. This has made design a core foundation of our company's DNA. This means that you'll never have to justify the importance of design
- Act as a leader within the Product Design team, collaborating with other designers to make their work and the whole team better
- Work through design problems from beginning to end, translating insights from research and analytics into concepts that form disruptive new products and features, and designing the detailed workflows and interactions required to make them a reality
- Collaborate with designers across the organisation to raise the quality bar and continuously improve Intercom’s design processes, principles, and tooling
- Sketch and prototype ideas to quickly assess their viability, and design the fine-grained details of components, interactions, and transitions
- Partner with product managers to define and evolve product roadmaps
- Work closely with engineers as you build, iterate on, and ship ideas
- Write about, present, and share what you’re learning, both internally and with the wider community via our blog, books, and events
Salary benchmarks
Our take
If you've ever seen a chat pop up on a business' website, it was probably provided by Intercom. Though ubiquitous now, it used to be a major challenge for companies to communicate swiftly with their customers. Intercom's Messenger allows a company to instantly reach out with human or automated support, improving customer service and greatly increasing conversion rates for sales.
While the Messenger is its most visible product, Intercom provides a service similar to Salesforce, as an advanced customer relationship management system. However, Intercom doesn't see Salesforce as a major rival, as Intercom specialises in the online market while Salesforce is more suited for traditional retail. Intercom is used by more than 25,000 businesses including Amazon, Meta and Atlassian, and reaches an estimated 600 million end users monthly.
Intercom has primarily served the US and Irish markets but has been expanding its presence globally in recent years. Despite having a commanding market position, it is continuing to develop its product, most recently delivering a major functionality upgrade to its Messenger software, greatly increasing its ability to carry out ticketed support requests.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Mar 2018
$125m
SERIES D
Apr 2016
$50m
SERIES C
Total funding: $240.8m
Company benefits
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Generous public transport allowance for commuting
- Wellness programme that allows you to expense gym and other sports activities up to £90 quarterly
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- Open vacation policy and flexible holidays so you can take time off when you need
- Work from home opportunities
- Health insurance
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Regular compensation reviews - we reward great work
- MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
Company HQ
Financial District, San Francisco, CA
Leadership
Eoghan McCabe
(Co-Founder & CEO)Previously CEO of Contrast and Exceptional. Is also the Chairman of Intercom.
Des Traynor
(Co-founder & CSO)Previously worked in software development and is an expert in User Experience (has lectured on the topic and was UX Lead at Contrast)
Ciaran Lee
(Co-founder)Previously Lead Engineer at RateMyArea.com and CTO of Exceptional. Was Intercom's CTO until 2021.
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