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 a Senior Engineering Manager to lead Team Billing — the group that owns the core systems powering how customers buy Intercom, how we meter usage, bill accurately, recognize revenue, and keep money flowing. This is a high‑impact, high‑visibility role at the heart of Growth Engineering, partnering closely with Pricing & Packaging, Order, Self‑Serve, Sales, Finance, Enterprise Systems, Analytics, and Billing Operations. You’ll drive clarity, focus, and execution across a mission‑critical platform while fostering a culture of ownership, accountability, and incredibly high standards.
What will I be doing?
- Lead and scale a team building and enhancing Intercom’s billing, subscription, invoicing, and metering capabilities — the backbone of revenue and monetization experiences.
- Own and improve the reliability and operational excellence of Billing systems: on‑call quality, incident response, observability, and product health standards.
- Partner with Senior and Staff Engineers to shape and execute the technical strategy across subscription management, metering, invoicing, and integrations (e.g., Stripe Billing) — balancing near‑term needs with long‑term platform evolution.
- Collaborate deeply with Product, Design, Sales, Finance, Enterprise Systems, Analytics, and Billing Ops to prioritize the roadmap, close operational gaps, and deliver measurable business outcomes each quarter.
- Cultivate and manage trusted relationships with partner leaders in Finance, Enterprise Systems, and Analytics to ensure alignment on data flows, compliance, reconciliation, and business reporting needs.
- Drive migrations and modernization work where needed (e.g., Stripe‑first capabilities, systems parity and improvements), ensuring safe change management and robust downstream data flows.
- Bring clarity and alignment to priorities, tradeoffs, and timelines; set a high bar for planning, testing, and end‑to‑end quality, especially for revenue‑impacting launches.
- Develop and retain top talent through coaching, clear expectations, and effective delegation; scale yourself via strong tech‑lead partnerships and “coach‑and‑delegate” leadership.
- Promote a culture of ownership, accountability, and incredibly high standards — moving quickly, communicating crisply, and celebrating wins.
What skills do I need?
- 5+ years managing software engineering teams building and shipping customer‑facing or revenue‑impacting systems (e.g., billing, payments, pricing, subscriptions).
- Strong technical leadership: comfortable diving into architecture, debugging complex systems, reviewing designs, and making pragmatic tradeoffs to ship safely and fast.
- Proven ability to lead a cross‑functional, full‑stack team through planning and delivery with clear ownership of business outcomes and product health metrics.
- Excellent product sense and customer empathy — you translate ambiguous requirements into clear scopes, milestones, and measurable impact.
- Skilled communicator who drives alignment across partner teams (Sales, Finance, Enterprise Systems, Analytics, Product, Design) and keeps stakeholders informed and unblocked.
- Track record of cultivating and managing senior relationships across Finance, Enterprise Systems, and Analytics to land durable solutions and accurate downstream reporting.
- Relentless about outcomes — you identify the highest‑leverage problems, remove roadblocks, and hold the bar on quality without slipping schedules.
- AI‑first mindset with a high bar for excellence: fluent in using AI tools to accelerate planning, execution, quality, and communication — and to inspire adoption across the team.
Bonus Skills & Attributes
- Experience with Stripe Billing or similar billing/subscription platforms; familiarity with usage metering and invoicing pipelines.
- Background in customer‑facing SaaS and/or scale‑up environments operating at high velocity.
- Experience leading operational excellence initiatives (on‑call, incidents, observability) for revenue‑critical systems.
What Success Looks Like (first 30/60/90)
- 30 days: You understand the domain, architecture, on‑call posture, partner landscape, and active initiatives; you’ve built trust with engineers and partner leads and stabilized any urgent operational issues.
- 60 days: Clear, realistic roadmap and execution plan across platform, product health, and partner asks; visible improvements in on‑call rigor and update cadence; risks surfaced with mitigation plans co‑owned with Finance, Enterprise Systems, and Analytics.
- 90 days: Shipped at least one meaningful capability or reliability improvement; measurable progress on top business outcomes; staffing/skills gaps identified with a concrete plan to address them.
Team & domain
- Mission: Bill customers reliably and accurately, and provide core monetization and operational capabilities for Intercom.
- Partners: Pricing & Packaging, Order, Self‑Serve, Sales, Finance, Enterprise Systems, Analytics, Billing Ops, Data/Analytics.
- Key areas: Subscription management, usage metering (e.g., Fin features), invoicing, revenue recognition data flows, admin tools, and ops workflows.
Benefits
- 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
- Regular compensation reviews - we reward great work!
- 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.
Policies
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. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our 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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