(Urgent) Manager, Customer Education

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 enable AI-enhanced support across products and channels. Intercom was founded in 2011 and is trusted by nearly 30,000 global businesses.

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?

At Intercom, we’re on a mission to make internet business personal. Our AI-first customer service suite is changing the standard for how businesses support their customers, making it faster, smarter, and more human. Our Customer Education team equips our customers with the knowledge, tools, and training they need to get the most value out of Intercom.

Manager, Customer Education (Production & Innovation) reports to the Director of Customer Education. The role drives the evolution of how we design, produce, and deliver learning experiences at scale across all distribution channels: our Fin and Intercom products, our Fin and Intercom Academies, and non-owned channels like YouTube or content syndication. You’ll lead innovation in production processes, champion new technologies (including AI), and set quality standards across educational formats and platforms. You’ll partner with teams across the business to create impactful content that supports product adoption.

This is a senior-level, strategic role at the intersection of learning, technology, and design, requiring creativity, operational rigor, and strong cross-functional collaboration. You’ll help build scalable, high-quality education that blends digital production, automation, and human creativity to help customers succeed with Intercom.

This is an opportunity for a proven leader who is passionate about education, obsessed with quality, and driven to innovate in how learning is created and delivered. We move fast, experiment boldly, and raise the bar on every piece of content we produce.

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.
- Define and maintain the voice, tone, design, style, and user experience across our CEd content and surfaces.
- Partner with LXDs and producers to lead creative direction.
- Formalize inputs for our content roadmap; assess, prioritize, and manage expectations from CSM, Support, Product, Growth and other stakeholders before committing to production.
- Build and maintain a production roadmap and calendar to ensure timely content launches aligned with priorities.
- Lead by example: besides driving innovation, directly produce and deliver impactful educational content.
- Own the performance of the content, systems, and processes you create. Examples include on-time shipping, learner sentiment, and 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, or direct reports).
- Track record of scaling production through tooling, workflows, and process innovation.
- Curious about new technology with solid understanding of AI and customer experience tools.
- Strong cross-functional collaboration skills to drive customer outcomes at scale.
- Natural storyteller with ability to explain complex topics simply and engagingly.
- Data-driven with experience in A/B testing and data visualization (e.g., Tableau).
- Player-coach with strong execution chops; hands-on role, not a people-manager-only position.

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

Benefits

- Competitive salary and equity in a fast-growing start-up
- Lunch provided every weekday, snacks and a fully stocked kitchen
- Pension scheme & match up to 4%
- Life assurance and comprehensive health and dental insurance for you and dependents
- Flexible paid time off policy
- Paid maternity leave and 6 weeks paternity leave
- Cycle-to-Work Scheme with secure bike storage
- MacBooks standard; equipment provided to help you do your job
- Relocation support for those moving to our offices

Intercom has a hybrid working policy. Employees are expected to be in the office at least three days per week.

Intercom is committed to Equal Employment Opportunity. We do not discriminate on the basis of protected status under applicable law.

Apply for this job

To apply, please visit Intercom Careers and submit your resume and details as requested on the careers page.

#J-18808-Ljbffr