Director, Technical Recruiting

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? 

Intercom is taking big swings to reshape the customer service industry through our cutting edge, AI-powered platform. To help us achieve our mission, we are seeking a strategic and experienced Director of Technical Recruiting to lead and scale our efforts in attracting top technical talent across Machine Learning, Engineering, Product, Research & Design teams. In this role, you will partner closely with senior leadership across the R&D organization, guiding a team of recruiters to execute on aggressive hiring goals that will shape the future of Intercom’s technology and innovation.

You will also be a key member of the People Leadership team, driving and collaborating on strategic initiatives to help shape the future of Intercom.

What will I be doing? 

Strategic Talent Leadership

• Partner with R&D leadership to align recruiting with business goals and long term org plans
• Translate current and future hiring needs into clear, scalable recruiting strategies for AI and core engineering
• Provide regular insights and updates on pipeline health, risks, metrics, and progress toward hiring plans

Build and Lead a High Performing Team

• Lead and develop a team of technical recruiting managers and recruiters
• Set high standards, provide mentorship, and elevate the team’s capability to hire exceptional talent across multiple technical domains
• Foster a culture of accountability, collaboration, and continuous improvement

Strategic Talent Partnership 

• Reduce low leverage operational work and increase strategic partnership with R&D leaders
• Ensure recruiters act as trusted advisors who understand team priorities, talent gaps, and long term growth needs
• Introduce scalable processes that allow the team to focus less on coordination and more on high value talent work
• Raise the bar on the quality of candidate assessment, stakeholder alignment, and hiring decision making

Market and Talent Insights

• Stay ahead of trends in R&D and machine learning markets
• Advise leaders on talent availability, competitive pressures, and compensation expectations
• Use data and external signals to shape hiring plans and influence decision making

Employer Brand and Talent Attraction

• Highlight Intercom’s R&D culture, AI innovation, and technical challenges
• Enable the team to attract top talent through storytelling, events, outreach, and strong representation of the Intercom brand

What skills do I need? 

• 8+ years of technical recruiting experience in a scaling software or technology environment
• 5+ years leading and developing senior recruiting talent, with exceptionally high standards
• Strong experience using recruiting data, metrics, and analytics to drive decisions
• Deep understanding of machine learning and engineering talent markets with a proven track record hiring in highly competitive environments
• Ability to influence and communicate effectively across technical and executive stakeholders
• Demonstrated experience building trust and partnering closely with senior leadership
• Creative problem solving, strong organisational skills, and comfort navigating ambiguity
• Passion for Intercom, understanding of our product, and excitement for our mission and growth

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.