Overview

Manager, Customer Education (Production & Innovation) — Join to apply for the Manager, Customer Education (Production & Innovation) role at Intercom.

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, providing AI-enhanced support for more complex or high-touch queries that require a human agent. Intercom was founded in 2011 and is trusted by nearly 30,000 global businesses. We push boundaries, build with speed and intensity, and deliver value to our customers.

What’s the opportunity? At Intercom, we’re on a mission to make internet business personal. Our AI-first customer service suite is changing how businesses support their customers. Our Customer Education team equips our customers with the knowledge, tools, and training they need to get the most value out of Intercom. As Manager, Customer Education (Production & Innovation), you’ll report to the Director of Customer Education and drive the evolution of how we design, produce, and deliver learning experiences at scale across all distribution channels, including our Fin and Intercom products, Academies, and non-owned channels like YouTube or content syndication opportunities. You’ll lead innovation in production processes, champion new technologies (including AI), and set quality standards across educational formats and platforms. You’ll partner with teams across the business to ensure content supports product adoption.

This is a senior-level, strategic role at the intersection of learning, technology, and design, requiring creativity, operational rigor, and strong cross-functional collaboration. You’ll build scalable, high-quality education that blends digital production, automation, and human creativity to help customers succeed with Intercom. We move fast, experiment boldly, and raise the bar on every piece of content we produce. If you want to shape the future of customer learning and create industry-defining experiences, join us.

What will I be doing?

• Define, codify and evolve our production process with a strong focus on video and continuous innovation, including AI production tools and processes.
• Define and maintain the voice, tone, design, style, and user experience across our CEd content and surfaces.
• Partner with LXDs and producers to lead creative direction.
• Formalize inputs for our content roadmap from CSM, Support, Product, Growth and other business requirements; assess, prioritize and manage expectations before production.
• Build and maintain a clear production roadmap and calendar to ensure timely content launches aligned with priorities.
• Lead by example, driving innovation and directly producing and delivering impactful educational content.
• Own the performance of content, systems, and processes you create with a data-driven mindset (e.g., on-time shipping, learner sentiment, content performance).

What skills do I need?

• 5+ years of proven experience leading customer education production and delivery.
• Strong project and people management experience (3+ years managing contractors, vendors, and/or direct reports).
• Track record of scaling production through tooling, workflows, and process innovation.
• Curiosity and comfort with new technology, including AI and customer experience tools.
• Strong cross-functional collaboration to drive customer outcomes at scale.
• Natural storyteller with ability to explain complex topics simply and engagingly.
• Data-driven and operational mindset with experience in A/B testing and data visualization (e.g., Tableau).
• Player-coach with strong execution chops; this is a hands-on role, not a people-manager-only role.

Benefits

• Competitive salary and equity in a fast-growing start-up
• Lunch provided on weekdays, snacks, and a fully stocked kitchen
• Regular compensation reviews for great work
• Pension scheme with up to 4% match
• Comprehensive health and dental insurance for you and dependents
• Flexible paid time off
• Paid maternity leave and 6 weeks paternity leave
• MacBooks provided; equipment to help you get your job done

Policies

Intercom has a hybrid working policy. Employees are expected to be in the office at least three days per week. Intercom fosters a radically open and accepting culture and respects personal opinions on non-work topics. Intercom is an equal opportunity employer and does not discriminate on the basis of protected characteristics.

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