Intercom

Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.

Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.

What's the opportunity? ????

Are you a wizard of wit, a champion of community and an admirer of algorithms? Do you also have a knack for building personal relationships through valuable conversations? Well, Intercom is on the lookout for a Social Media Manager and born community networker to join our team and take our social media game to the next level!

As the social voice of Intercom, you'll be responsible for curating and sharing content that engages, educates and grows our followers across our primary social channels and online communities. You'll be the driving force behind our social presence, and engage with our online social community where they are, catching attention, building relationships, sharing knowledge and driving deeper engagement with the brand.

We're looking for someone who knows that B2B businesses don’t have to be boring and delights in finding new ways to bring genuine value to audiences. So if you love thinking creatively, digging into numbers, and have a passion for bringing energy to social conversations in a genuine way, click 'apply'.

What will I be doing? ????

Social Strategy

• Evolve and execute our social media strategy across multiple social media platforms to increase brand visibility, engagement, and community growth
• Collaborate in a cross-functional editorial team to develop effective social strategies for multi-format campaigns and projects
• Identify opportunities to grow our audiences and engagement through boosted posts, partnering with demand gen teams on paid campaigns
• Analyze and report on social media performance metrics to measure the success of content and make data-driven decisions

Content Creation

• Create, edit, and publish creative, original, and engaging content that aligns with the company's brand voice and style guide both independently and in partnership with creative agencies and internal resources
• Stay up-to-date on customer service and tech news, trends, memes, and emerging social platforms to inform content creation and identify opportunities for engagement
• Work cross functionally with other content creators at Intercom to produce scroll-stopping posts that help us achieve our business goals

Community Engagement

• Seek out and add value to relevant online conversations in the customer support and tech world, increasing brand awareness and affinity in the market
• Partner with our Social Support team to manage and moderate social media accounts, responding to comments and messages in a timely and professional manner, in line with defined SLAs 
• Work with our Intercom Community Manager to share engagement tactics and bridge the digital community divide between social and our customer forum.
• Be present at select in-person user groups and events to meet our audience IRL 
• Drive employee engagement on social to bolster our brand efforts

Social Analysis

• Produce insightful reports to keep stakeholders informed of progress against goals and suggest future opportunities.
• Manage our social listening efforts and emergency response process

What skills do I need? ????

• 3+ years relevant experience in marketing, social media, community building or other relevant roles
• Detailed knowledge of social media platforms and related content strategy
• Experience running social media for a B2B brand across LinkedIn, X and Insta
• Previous use of a social media management tool such as SproutSocial
• Basic social content creation skills and a passion for embracing new tools and apps that help bring ideas to life. Upskill opportunities will be provided for the right candidate if needed.
• Strong written and spoken communication skills. Ability to present creative briefs clearly and work with creative teams to execute against feedback. 
• Experience with analyzing and drawing conclusions from social insights and data. Ability to turn that into actionable content recommendations. 
• Proven ability to work across broad cross-functional teams to translate, ideate and produce creative and engaging social content
• Understand how to translate product announcements, demand gen campaigns and product education into content uniquely fit for social platforms
• A great sense of humor and an ability not to take yourself too seriously
• Confidence conversing with customers in both on and offline environments
• Ability to utilize core marketing principles in brand and campaign positioning, audience identification and targeting, and social channel strategy
• Well-versed in the various marketing channels with a basic understanding of channel function and formats.
• Demonstrate an understanding of marketing and sales funnels and how different tactics and channels drive impact across the entirety of a prospect and customer journey.
• Think strategically and efficiently in a fast-paced environment, escalating priorities and working with cross-functional teams to make crucial decisions in the midst of content production. 
• Highly organized and able to successfully manage multiple projects.

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 meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Open vacation policy and 10 corporate holidays
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!
• Proof of eligibility to work in the United States is required.

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 two 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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