Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.
Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.
Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.
At Fin, we believe AI agents and human support teams will work symbiotically as one team in one system, increasingly directed by AI, with humans elevated to higher-level roles and engaging directly with customers only in complex, high-stakes moments. So we built Fin to be natively integrated with the Intercom helpdesk, and are completely rethinking what a Helpdesk product should be when Agents do 90%+ resolution. We’re also building exciting new products and capabilities around how human teams collaborate with, are assisted by, and supervised by the AI agent so that they can deliver great customer experiences.
This PMM role will lead PMM for our Intercom helpdesk, loved by over 30k customers, and lead on how to market new capabilities that help human support teams deliver great experiences, with help and guidance from AI Agents. You'll shape how we talk to the 25,000+ businesses already using Intercom, build the narrative for an AI-first helpdesk era, and establish Intercom as the obvious choice for teams who want their AI agent and their human support layer working as one
You'll work directly with product, engineering, sales leadership, and the wider marketing team. This is a builder role for someone who wants to work fast, think from first principles, and help shape the future of PMM at Fin
What will I be doing?- Shape the ICP and audience for the Intercom helpdesk and additional products for teams - who we're talking to, what their pains are, and what makes them choose us
- Own core messaging and drive cross-functional alignment on what we're saying, why, and how it shows up everywhere - from the website to the sales deck to the customer email
- Define and build the external narrative for the AI-first Helpdesk - what it means, why it matters, and why Fin is uniquely positioned to deliver it - and bring it to market in a way that reshapes how buyers think about the category
- Partner with Product, GTM and Lifecycle on how we communicate product investment and progress to existing customers - turning roadmap momentum into customer confidence that retains and expands accounts
- Build crisp, high-impact enablement that sales and customer success teams actually use to sell with confidence. Work closely with GTM teams to ensure messaging lands with the customers who need to hear it most
- Be deeply customer-obsessed - sit with customer support teams, study how they evaluate and adopt, and turn signal into clear insight that shapes what we say
- Lead launches and go-to-market moments for new products and capapbilties releases, working across the company to deliver impactful launch moments that drive mindshare and pipeline
- Create high-quality core PMM assets yourself: web pages, first call decks, narratives and scripts launch materials. And maintain the core ‘brain’ of PMM context that feeds our AI-first approach
This role is for someone who is a hybrid: part strategist, part storyteller, part technologist. You move between customer insight, product detail, competitive analysis, and creative expression without friction.
You've done this before- 5+ years in product marketing, ideally in B2B with a track record of shaping how complex products are understood in market
- You've owned a core product area end-to-end - from ICP and positioning through to launches and field enablement
- You've worked in fast-moving environments where the product ships faster than the messaging can keep up - and found a way to move at that pace without losing quality
- Experience with customer retention or expansion motions is a strong plus
- Excellent written communication - you write crisp briefs, sharp narratives, and synthesis memos that drive alignment
- Strong editorial judgment - you know the difference between a sharp positioning statement and marketing language that means nothing
- You push back on vague claims and force specificity - in your own work and in others'
- You read the docs, use the product, and dig into the tech before you craft a single message
- You're genuinely curious about AI - not just as a talking point, but as something you think about, experiment with, and engage with constantly
- You use AI tools fluently in your own work and are always looking for new ways to move faster and think sharper
- You don't hand off strategy and wait - you take it all the way to the asset, the launch, the field
- Strong judgment and the ability to work independently on large, high-stakes initiatives
- A systems thinker who builds messaging architectures and frameworks others can use, not just one-off assets
- You work well across functions, build trust quickly, and make the people around you more effective
- Ambitious and competitive - you set a high bar, think big, and want to win. You'll go the extra mile and you're motivated by building something that leads the market.
- Confident and decisive - you back yourself, optimise for progress over consensus, and value momentum. You ask for forgiveness, not permission.
- Curious and intellectually engaged - you're always learning, experimenting, and asking why. You keep up with AI's pace and use it to improve how you work.
- Tasteful and creative - you understand what connects emotionally with people and draw on design, culture, and craft to create ideas that resonate.
- Impatient and change-oriented - you hate slow and work to fix the root cause. You thrive in ambiguity and love building something new.
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!
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
- 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
#LI-Hybrid
At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements.
Learn more about working at Fin and the benefits we offer at fin.ai/careers.
Policies
Fin 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 Fin. 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.
Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin 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.
Skills Required
- 5+ years of product marketing experience
- Experience in B2B product marketing with a track record of explaining complex products
- Ownership of a core product area from ICP and positioning through launches and field enablement
- Experience working in fast-moving product environments
- Excellent written communication and ability to create crisp briefs, narratives, and synthesis documents
- Strong editorial judgment and ability to develop precise positioning
- Technical curiosity and willingness to understand product documentation, technology, and AI
- Fluency using AI tools in professional work
- Ability to independently lead high-stakes initiatives and execute strategy through assets and launches
- Ability to build messaging architectures and frameworks
- Strong cross-functional collaboration and relationship-building skills
- Experience with customer retention or expansion motions
Intercom Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Intercom and has not been reviewed or approved by Intercom.
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Healthcare Strength — Healthcare is described as comprehensive across regions, with employer‑verified medical, dental, and vision coverage and related protections. Job postings and benefits pages consistently highlight strong core health benefits.
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Parental & Family Support — Parental leave is repeatedly characterized as generous for both birthing and non‑birthing parents, with employer verification on public benefits listings. Family support is emphasized across U.S. and EMEA postings.
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Equity Value & Accessibility — Role postings regularly include equity/RSUs alongside salary, indicating broad access to ownership. Total compensation descriptions consistently feature equity as a meaningful part of the package.
Intercom Insights
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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