About the job
At Intercom, we are revolutionizing AI-driven customer service with a commitment to delivering exceptional customer experiences. Our flagship AI agent, Fin, is the leading customer service AI solution available, enabling businesses to offer seamless, always-on support that enhances customer satisfaction. When paired with our Helpdesk, Fin evolves into the comprehensive Intercom Customer Service Suite, designed to tackle complex inquiries that necessitate human intervention.
Founded in 2011, Intercom has earned the trust of nearly 30,000 businesses worldwide, setting the benchmark for excellence in customer service. Our core values drive us to innovate relentlessly, act swiftly, and consistently provide remarkable value to our customers.
What’s the Opportunity?
The AI Group at Intercom is at the forefront of creating new machine learning products, exploring innovative algorithms and technologies, and swiftly transitioning prototypes into the hands of our customers. With a strong focus on product development, our talented team of over 50 ML scientists, engineers, designers, and researchers collaborates across departments to deliver impactful solutions. We pride ourselves on rapid deployment, often moving to beta within weeks of successful offline tests.
We are passionate about harnessing machine learning technologies, having successfully implemented a range of solutions from traditional supervised models to cutting-edge unsupervised clustering algorithms, novel transformer neural network applications, and finely-tuned LLMs. We diligently measure the real-world customer impact of our deployments.
As we plan to double our team size, we are seeking an experienced manager to lead a high-performing group of ML scientists. Unlike conventional people managers, our engineering managers possess a solid track record of individual contributions, allowing them to remain engaged with their team’s work. While coding daily isn't a requirement, you should feel adept at offering technical guidance and possess a comprehensive understanding of your team's projects, including the potential for occasional code reviews or pull requests.
What Will You Be Doing?
- Leading, mentoring, and coaching a team of 10+ ML scientists located in our offices in Dublin, London, and Berlin.
- Collaborating with leaders in ML, engineering, product, and design to influence the direction and impact of the team's work.
- Facilitating high levels of productivity, performance, and reliability within your team.
- Expanding the team's capabilities and enhancing its reputation internally and externally.

