Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.
What's the opportunity?
We are looking for an experienced and dynamic Legal Counsel who excels in a fast-paced environment, can provide practical and solution-based guidance to help drive outcomes and enjoys taking on a diverse range of responsibilities. The successful candidate must have advanced drafting and negotiation skills, be comfortable working with business partners worldwide and across time zones and have well-rounded experience counseling on a variety of legal and business issues.
This position will report to the Senior Director, Head of Commercial Legal and will be a key member of the Legal department at Intercom.
What will I be doing?
- This role will focus on serving as the primary legal partner to Intercom’s Procurement team and also support other commercial and product matters
- Support requests from Product/Engineering, People, IT, Marketing/Events, Sales, Partnerships and other internal clients and external third parties (e.g., vendors and customers)
- Review and negotiate various types of inbound and outbound agreements and advise on related legal and business issues, including SaaS agreements, strategic partnership and inbound technology agreements, master services agreements, consulting agreements, data processing agreements and marketing and event-related agreements
- Stay up to date on relevant laws, regulations and trends in the market for relevant subject-matter areas to provide practical advice to manage risk, facilitate compliance and drive innovation
- Manage special projects and collaborate with other members of the Legal team and cross-functional stakeholders
- Develop and improve various contract templates and negotiation playbooks
- Create and deliver trainings and knowledge-based resource materials
- Provide thought leadership and serve as strategic partner in continuously improving the company’s procurement and other legal team processes
- Work with Legal Ops to optimize contract metrics tracking and reporting
What skills do I need?
- 7+ years of relevant experience in negotiating and counseling on commercial and technology transaction matters; experience at a fast-paced, emerging technology growth company and/or in a technology transactions practice at a law firm preferred
- Independently lead a range of inbound and outbound contract negotiations, including with sophisticated vendors and customers
- Advanced drafting skills (e.g., ability to draft and adapt templates and terms and conditions from scratch); strong attention to detail; excellent written and verbal communication abilities
- Solid understanding of software licensing, cloud computing, intellectual property, data protection, information security, marketing and employment-related issues related to use of consultants and independent contractors. Experience with managing open source and/or font licensing programs is a plus
- Ability to effectively prioritize workload and manage expectations; can advance multiple transactions simultaneously, often balancing tight deadlines
- Sound judgment to assess risk and manage escalations of critical business and legal issues to help resolve accordingly; flexibility to assess and make reasonable concessions when needed to accelerate deals to meet critical business objectives
- Strong critical thinking and ability to synthesize information from various sources to prepare easy-to-understand, business-influencing work product and insightfully convey information and legal principles to advise stakeholders
- Experience with CLM and other integrated end-to-end procurement and sales software platforms
- J.D. degree from an ABA accredited law school and licensed attorney in good standing with California or Illinois state bar or ability to be registered as in-house counsel if licensed in another jurisdiction
Bonus skills & attributes
- You are resourceful, resilient and have a good sense of humor
- You are a true team player with an orientation to work collaboratively; no task is too big or too small for you to take on
- You anticipate the needs of others and work to create an environment of open and honest two-way communication
- You are able to adapt to Intercom’s culture by understanding our business and customers, by quickly learning our company values and what matters most to the company and by building strong relationships with all levels and offices within the company
- You have a passion to support business and the versatility and confidence to take on challenges that are presented to you
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!
- Flexible paid time off policy
- 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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What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform.
Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal.
Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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