Engineering Manager – Self-Serve

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 ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the 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? Join Intercom as an Engineering Manager and lead the Self-Serve team within Growth Engineering — the group that powers how customers buy, use, and pay for Intercom.
The Self-Serve team owns the end-to-end journey for customers who discover, sign up for, and grow with Intercom entirely through our product — without ever talking to Sales. You’ll lead engineers building systems and experiences that drive product-led growth, helping thousands of AI-first businesses get started with Intercom in minutes.
This is a high-impact opportunity at the intersection of product, engineering, and go-to-market — a place where every experiment and every release can directly move the company’s growth curve.
What will I be doing? Lead and grow a team of talented engineers responsible for delivering world-class sign-up, onboarding, and purchasing experiences for self-serve customers.
Collaborate with Product, Design, Marketing, and Data Science to design, test, and ship experiments that accelerate conversion and activation.
Define and execute the technical strategy for self-serve infrastructure, balancing fast iteration with reliability and scalability.
Champion data-driven decision-making , using metrics and insights to prioritize impactful work.
Drive experimentation velocity , empowering the team to test and learn quickly while maintaining a high bar for quality.
Mentor and develop engineers , supporting career growth and fostering a culture of curiosity, ownership, and collaboration.
Work cross-functionally with other Growth teams (Billing, Pricing & Packaging, Order) to create cohesive end-to-end buying experiences.
Promote a culture of speed, learning, and accountability , ensuring the team moves quickly, safely, and with purpose.
Contribute to the wider Growth Engineering strategy , influencing how Intercom builds and scales product-led growth systems across the business.
What skills do I need? 3+ years managing software engineering teams building customer-facing products.
Experience leading teams through rapid experimentation and iteration cycles , ideally in a product-led growth or e-commerce context.
Strong technical foundation — comfortable diving into architecture, frontend performance, and data pipelines where needed.
Proven track record of delivering high-quality user experiences with measurable business impact.
Deep understanding of how to balance speed and reliability in a fast-moving, high-traffic environment.
Excellent collaboration and communication skills; able to work seamlessly with Product, Design, and Marketing partners.
Strong sense of ownership and accountability; you drive alignment, remove roadblocks, and empower your team to execute.
Fluent in using AI tools to solve problems and accelerate execution — helping shape a culture that embraces AI as leverage.
Experience in product-led growth, conversion optimization, or onboarding systems .
Familiarity with modern experimentation frameworks and analytics platforms.
Background in growth-stage SaaS or similarly high-tempo environments.
A passion for combining product intuition with engineering excellence to drive measurable results.
The Self-Serve team sits at the front line of Intercom’s growth — shaping how new customers discover and succeed with our AI products.
Your work directly influences how quickly and seamlessly businesses can experience the value of Intercom and Fin.
If you want to work where engineering meets measurable business impact — building systems that define what “AI-first product-led growth” means — Growth Engineering is the place to do it.
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.
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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