Editor, Content

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? 

At Intercom we believe in the power of producing quality content to grow our business. Over the past decade Intercom has built a reputation for publishing some of the most thoughtful and insightful content in the software industry with our blog posts, newsletters, podcasts, guides, and social media content. Those publications have also generated thousands of new leads for Intercom. We’re now looking for an Editor to join our team in Dublin and help us take our content marketing to the next level.

You will contribute to our flagship Intercom blog and newsletters, which are recognised in the industry as a go-to source of invaluable information on customer service, AI, product and design. You’ll also work on content for our social channels, podcasts, gated content such as books and guides, and a range of other projects that will help attract potential customers to Intercom. 

We don’t do content marketing in the usual formulaic and boring way. We strive to publish articles, record podcasts and write books of the highest quality possible, that our readers will find interesting and valuable.  

What will I be doing? 

As Editor, you will: 

• Create high-quality content for our newsletters, blog, and social media channels. 
• Produce compelling keyword-focused content to generate organic search traffic.
• Supporting the editorial production process – from proofreading copy to writing headlines to preparing visual assets. 
• Help colleagues from teams around Intercom effectively share their knowledge and insights through a variety of media.
• Optimise our processes so that we continue to produce high quality content as efficiently as possible. 
• Help devise and implement strategies sharing our content far and wide. You’ll have creative ideas about how we can grow our audience through novel distribution and promotion tactics.

What skills do I need? 

You need excellent writing and editing skills, an enthusiasm for digital marketing and an interest in how software is changing the world.  

We’d also like you to have:

• At least three years professional experience, with at least two in a writing/editing/creator role. 
• Skills in newsletter promotion and social media content production. 
• Experience with content production tools such as the following:   
  • CRMs (eg Wordpress) 
  • Google Analytics
  • SEO tools (eg AHRefs) 
  • Audience research tools (eg Sparktoro)
  • Email marketing tools (eg Marketo or Mailchimp) 
  • Design and image editing software (eg Figma) 

Benefits 

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
• 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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