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. Fin can be combined with our Helpdesk to form the Intercom Customer Service Suite for AI-enhanced support of 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.

Role

Intercom is hiring a Product Design Director who can lead from the front — raising the bar on craft, building high-performing teams, and helping us move fast through ambiguity.

We are a design-driven, AI-first technology company. Fin, our AI Agent, is the best performing and most widely adopted AI service agent on the market. We shape the future of how businesses communicate with their customers through AI and humans. Our product is used by millions, and our design team plays a critical role in making it world-class.

Why you should join Intercom today

AI is transforming everything—fast. We’re at the forefront, shaping the AI Agent category and redefining customer service with Fin. Our design team is at the forefront of defining this new role.

This shift isn’t just changing what we build—it’s changing how we work. We’re not a startup, but we move like one—there’s urgency, pace, and energy. Our team is evolving, integrating AI into design, development, and go-to-market strategies. At Intercom, design is in our DNA with 60+ designers across R&D and Brand.

Why this role exists

This year, we’re doubling down on craft, execution, and design leadership. We’re hiring a Product Design Director to be the overall design leader of our centralized design team focused on building Fin. This is a build-and-scale role aimed at breakout success in the AI Agents for Customer Support category. You’ll partner with product and engineering leaders to define and ship what’s next — not what’s been done before.

We need leaders who raise the quality bar, spark creativity, drive best-in-class interaction and visual design, and push execution excellence across strategic product areas. This is a hands-on leadership role where you partner and lead through the work.

Must Have Experience

• Leading and growing high-performing design teams in product-first companies.
• Hiring, coaching, and developing designers at all levels — from IC to leaders/managers.
• Owning execution across a primary product line and a portfolio of features, driving design excellence in every detail.
• Partnering with Product and Engineering leadership to align on priorities, make tradeoffs, and move fast.
• Thriving in ambiguous, fast-changing environments — turning chaos into clarity.
• Proven track record of driving a team to ship great software, not just creating decks about it.
• Strong visual sensibility, high craft standards, and an eye for detail.
• Demonstrated product taste — you know what great looks like and can help teams get there.

Who This Role Is Not For

• People who need certainty, full specs, or clear org charts to get started.
• Leaders who wait for direction rather than leaning in and making things happen.
• Those who settle for “good enough”—this role seeks the extra 10% that makes a product unforgettable.
• Anyone wedded to older structures and systems. We’re rewriting how software gets built and you’ll help define the next 10 years.

Day-to-Day Responsibilities

• Lead, coach, and inspire a team of designers and design leaders across multiple product surfaces.
• Partner with Product and Engineering leadership to lead a product division — aligning strategy, driving decisions, and unblocking delivery.
• Set and uphold a very high bar for craft — from UX flow to pixels to polish.
• Solve problems from first principles, not templates.
• Help your team make hard decisions, move fast, and focus on outcomes over process.
• Be a design quality amplifier — notice details others miss and push the work to where it needs to be.
• Build a healthy, high-trust team culture grounded in feedback, growth, and ownership.
• Stay hands-on in the work — reviewing designs, participating in critiques, and driving clarity.

What Success Looks Like

You’ll know you’re successful if:

• Your team delivers high-quality product work at speed — consistently.
• You’ve hired exceptional talent and helped your team grow.
• You’ve partnered with design leaders and operations to implement the right structure and rigor for success.
• Product and engineering leadership enjoy partnering with you — you unlock forward progress and raise ambition.
• Your designers solve meaningful customer problems and perfect the final 10% of craft.
• You’re a key player in shaping how the company builds product in the AI era—writing new playbooks, not just following them.

Interview Process

We aim to be thorough, speedy and transparent. The process is designed to be completed in approximately 4 weeks from start to finish. You’ll meet with various team members to validate that Intercom and the role are the right fit.

Benefits

• Competitive salary and equity in a fast-growing start-up
• Lunch provided on weekdays, snacks, and a fully stocked kitchen
• Pension scheme with up to 4% match
• Life assurance and comprehensive health and dental insurance for you and dependents
• Flexible paid time off
• Paid parental leave (maternity and paternity)
• Cycle-to-Work Scheme with secure bike storage
• MacBooks standard; Windows available for certain roles

Working at Intercom

Intercom has a hybrid working policy. We expect in-office presence at least three days per week to stay connected and foster culture.

Equal Employment Opportunity

Intercom values diversity and is committed to an Equal Employment Opportunity policy. We do not discriminate on race, color, religion, creed, national origin, ancestry, sex, gender, age, disability, veteran status, genetic information, sexual orientation, gender identity/expression, marital status, or other legally protected bases under applicable law.

Next steps

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