Senior Editor, Content

Overview

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 transform their customer experiences for the better. Fin can be combined with our Helpdesk to become the Intercom Customer Service Suite, providing AI-enhanced support for 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?

We're seeking an experienced and creative Senior Editor to join our content marketing team and help amplify our brand voice across a diverse set of channels. You'll shape and execute a high-impact content strategy that fuels demand generation, strengthens brand authority, and drives sales enablement.

This is an AI-first era of customer service, and you'll be at the forefront of shaping the conversation. You will collaborate with our Demand Generation, Sales, and Product Marketing teams to create high-performing content that engages decision-makers and drives action.

What will I be doing?

- Write, edit, and produce exceptional content, including industry reports, guides, blogs, newsletters, and case studies.
- Collaborate closely with marketing, sales, and product teams to tailor content strategies to audience needs across every stage of the customer journey.
- Partner with internal subject matter experts to clearly articulate and showcase our perspectives on AI and customer service.
- Coordinate with the design team to deliver visually appealing and engaging content across multiple formats.
- Craft powerful case studies that spotlight our customers' achievements and demonstrate measurable impact.

What skills do I need?

- 5+ years of experience in content marketing or editorial roles, preferably within the technology, AI, SaaS, or customer service industries.
- Exceptional writing, editing, and storytelling skills, with a proven ability to craft clear, concise, and compelling content.
- Demonstrated expertise across multiple content formats (blogs, white-papers, case studies, social media, email marketing, etc.).
- Proven experience developing customer stories that communicate business impact.
- Familiar with SEO best practices, content analytics, and full-funnel digital marketing performance metrics.
- Proven cross-functional collaborator, experience working with marketing, sales, product, and customer advocacy teams.
- Excellent organisational, planning, and project management skills, able to efficiently manage multiple concurrent projects and deadlines.
- Track record of managing large-scale content projects and campaigns from ideation through execution and performance analysis.

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
- 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

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. Our policy is to not advocate on behalf of the company or our employees on any social or political topics in 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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