Product Management at Intercom
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1. Start with the problem
We work hard to get to the heart of the issue our customers are experiencing—then we persistently evolve a solution.
2. Think big, start small, learn fast
We think ambitiously, but understand that big things don't always start out that way. Starting small helps us ship sooner—and learn quickly whether or not we've solved the problem.
3. Deliver outcomes
Shipping is the beginning, not the end. We plan to iterate, fight for adoption, and keep pushing for customer and business impact.
Things you'll love about working here
- We’re in that sweet spot between startup and tech giant. That means plenty of opportunity to actually make an impact at an established company that’s right at the top of its game.
- We're a product-led company, and also a top employer for product people. You'll work with a razor-sharp team who'll help you learn—and challenge you to do your best work.
- Our mission is to make internet business personal, and we take it to heart. Every day, we get to work on a product that’s helping hundreds of millions of customers connect more personally with the businesses they love.
- Our Product Managers sit with our cross-disciplinary R&D teams of engineers and designers—shipping is a team effort here. And we all benefit from immediate and direct customer feedback, which helps us learn quickly and deliver value to customers, fast.
- We put a lot of thought into our culture—it's a really big deal to us. As a company, we hire people who are confident but humble, self-aware, kind, and open-minded. It's important to us that everyone who works here is empowered to share their opinions.
I joined Intercom as a PM when we had less than 30 employees. Now we're over 700 with thousands of customers and millions of user interactions daily. We got here because of our focus on customer problems, our evolving PM craft, and the culture we've built.
Colin Bentley, Senior Director, Growth

What our teammates are saying
- “The discipline of building product is meant to be very scientific, but for me, there is also artistry and craftsmanship to it—it's the same for the software Intercom builds.”Patrick AndrewsSenior Group Product Manager
- “At other companies, much of the PM's responsibilities lie in writing detailed specifications, user stories, and tickets. That really isn't the case at Intercom, where details like this are ironed out much more collaboratively with the product engineers.”Alissa TyrangielProduct Manager
- “We’re at a unique stage where we're building features for bigger customers, and also staying true to the core customers (and features) that made us. It’s a worthwhile exercise in balance."”Nick SmithProduct Manager
- “The team culture is absolutely brilliant. We align and drive progress together—there’s a real desire to achieve success. We're ambitious and collaborative, but we never forget to have a little fun along the way.”Lena LeadbetterSenior Product Manager
- “We work hard to understand problems and the impact of solving them. In my time at Intercom, I’ve learned how to do this effectively, and I see what I’ve learned translating into the measured outcomes for our customers. It’s just so rewarding.”Mathew CropperGroup Product Manager
Recommended reading
Decision time: Our new product decision-making framework
Our principles and processes exist to ensure we make high-quality decisions quickly and consistently, and they've done a great job for us so far. But nearly a decade into Intercom’s story, we’re now operating at a new scale with even bigger ambitions.