Senior Social Media Manager

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? 

We’re hiring a Senior Social Media Manager to take our organic social presence to the next level. You’ll define and execute our social strategy across channels, support internal stakeholders in turning their work into social impact, and lead a company-wide approach to employee and executive activation. You’ll also collaborate with our US based Social Media Manager to ensure we show up with relevance and energy in the communities our customers care about.

This role is equal parts strategic, creative, and operational. You’ll need to think in systems and experiments, write sharp copy, collaborate cross-functionally, and stay obsessively close to what’s working (and what’s not) in social. If you’re excited by the idea of growing a high-performing AI brand, and you love operating at the intersection of tech, content, community, and influence then this is your role.

What will I be doing? 

This role is high-impact, high-visibility, and highly collaborative. You’ll:

• Own and evolve the strategy for Intercom and Fin’s organic social presence across LinkedIn, X, YouTube and more.
• Partner with GTM workstream leads to translate their launches, ideas, and insights into social activations that earn reach and attention.
• Enable our executive team and employees to build meaningful influence, creating playbooks, toolkits, and working directly with them on their content.
• Collaborate with our SMM on proactive and reactive engagement, from daily comments to orchestrated mindshare plays.
• Run campaigns and moments, building and executing multi-post social plans that elevate our biggest launches and announcements.
• Experiment relentlessly! Test content formats, creative approaches, timing, AI tools, and emerging platform features to optimize what works.
• Use AI to move faster and smarter, from ideation to copywriting to distribution planning.
• Oversee our YouTube strategy and agency relationship, making sure we’re maximizing the reach and value of our video investments.
• Keep our channels sharp and current, ensuring everything live reflects our latest story and message.
• Make strong, proactive choices. You won’t wait for a brief or a prompt; you’ll be shaping our agenda and our presence.

What skills do I need? 

• You’re a social-native thinker: fluent in platform nuances, audience behavior, and creative trends.
• You’re fluent in tech culture – you keep tabs on what VCs are posting, what AI founders are building, and where the conversation is heading.
• You’re a fast, clear, high-quality writer with a knack for punchy, smart, shareable copy.
• You’re AI-forward: excited by what AI unlocks and confident using it to streamline and enhance your work.
• You’re deeply collaborative but autonomous – you can manage cross-functional partnerships without handholding.
• You’re experimental and analytical: you don’t just follow best practices, you question them and test what works.
• You’re proactive and outcome-oriented: you don’t wait for permission and you know how to tie your work to business goals.
• You’re detail-obsessed when it matters, especially when it comes to how we show up publicly as a brand.

Bonus skills & attributes 

• You’ve worked in B2B social at a fast-paced SaaS or tech company.
• You’ve supported exec comms or employee enablement in social before.
• You’ve worked closely with demand gen, brand, comms, or content teams.
• You have strong instincts for shareable creative – what stops the scroll and gets talked about.

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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