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Intercom is hiring a Senior Engineering Manager to lead the Customer Agent team, a strategic initiative expanding Fin (their AI Customer Agent product) beyond customer service into sales, ecommerce, and success functions. You'll own end-to-end work streams and be accountable for outcomes—not just delivery cadence but whether the work actually moves the needle.
In this role, you'll manage from the front line, deeply understanding the product, customer problems, and context. You'll help shape teams operating in ambiguous spaces where product direction is still emerging, requiring close partnership with Product, Design, Sales, and ML engineers. You'll drive a seamless customer experience across sales, ecommerce, support, and success, ensuring customers interact with one unified agent rather than siloed systems.
You'll be hands-on when needed—sometimes writing code, sometimes doing analysis, driving cross-functional collaboration, or unblocking stuck engineers. You'll bring together engineers who've never worked as a team, set high expectations, build momentum under aggressive timelines, and drive execution. A key responsibility is developing senior engineers into leaders, giving direct feedback that changes outcomes and growing leadership capacity across the team.
You'll partner with the Engineering Director on group-level strategy: where to invest, where you're falling behind, and what to stop doing to go harder elsewhere. The role operates in an AI-first engineering culture where every engineer has Claude Code with unlimited tokens and a sophisticated MCP ecosystem. You'll push boundaries of AI-assisted development both personally and through team setup.
The competitive landscape is intense with fast-moving AI-native startups shipping aggressively. You need to thrive under pressure while maintaining high standards at startup speed. The most important qualities: exceptional people leadership combined with personal action-orientation. You need to be product-minded (not process-minded), comfortable in early product formation, strong in product engineering instincts, AI-fluent, technically credible, and an excellent communicator.
