Manager, Customer Education

1 week ago

Dublin, Dublin City, Ireland Intercom Full time
Overview

Manager, Customer Education (Production & Innovation) — Dublin, Ireland

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, and the Intercom Customer Service Suite, support faster, smarter, and more human customer service. Intercom was founded in 2011 and serves nearly 30,000 global businesses. We value speed, quality, and a relentless focus on customer value.

What's the opportunity? Our Customer Education team equips customers with the knowledge, tools, and training they need to get the most value out of Intercom. This senior, strategic role sits at the intersection of learning, technology, and design and requires creativity, operational rigor, and strong cross-functional collaboration.

What will I be doing?
  • Define, codify and evolve our production process with a strong focus on video and continuous innovation, including AI production tools and processes.
  • Own voice, tone, design, style, and user experience across our customer education content and surfaces.
  • Partner with LXDs and other producers to lead creative direction.
  • Formalize inputs for the content roadmap from CSM, Support, Product, Growth, and other business requirements; assess, prioritize, and manage expectations before production.
  • Build and maintain a production roadmap and calendar to ensure on-time launches aligned with priorities.
  • Directly produce and deliver impactful educational content while driving innovation and serving as a hands-on leader.
  • Be data-literate and own content, systems, and processes performance (e.g., on-time shipping, learner sentiment, content performance).
What skills do I need?
  • 5+ years of proven experience leading customer education production and delivery
  • 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
  • Comfort with new technology and AI tools for customer experience
  • Strong cross-functional collaboration to drive customer outcomes at scale
  • Natural storyteller with ability to explain complex topics simply
  • Data-driven with experience in A/B testing and data visualization (e.g., Tableau)
  • Player-coach with strong execution; hands-on role, not just people management
Benefits
  • Competitive salary and equity
  • Pension scheme with up to 4% matching
  • Comprehensive health and dental insurance for you and dependents
  • Flexible paid time off
  • Paid maternity leave and six weeks of paternity leave
  • Cycle-to-Work Scheme with secure bike storage
  • MacBooks provided (or your preferred equipment)
  • Relocation support for moving to the office
Work arrangements

Intercom has a hybrid working policy. In-office presence is expected at least three days per week.

Intercom is an equal employment opportunity employer. We value diversity and are committed to an inclusive workplace.

Apply for this job

To express interest, please provide your resume and details through the application process.


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