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Intercom is hiring a

Workplace Experience Lead

London, United Kingdom

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 a stellar Workplace Experience Manager to join our global Workplace Experience team at our London office. In this role, you'll work closely with our team to design and manage workplace environments that boost productivity and elevate the overall employee experience. This is your chance to make a meaningful impact on how our spaces inspire and support our people.

What will I be doing?

  • Develop and implement strategies to optimize workplace efficiency and create an exceptional employee experience
  • Manage the front-of-house experience for all guests and employees, ensuring a functional and welcoming office environment
  • Lead the planning and execution of local employee events that are on brand and on budget
  • Act as the culture ambassador to coordinate activities, meetings, and other community events
  • Oversee regular inspections to ensure compliance with safety regulations
  • Collaborate to coordinate space planning, moves, renovation, and repairs
  • Triage office requests from employees within appropriate SLAs
  • Create, implement and maintain office policies and processes
  • Manage local third party providers such as food services, security, and janitorial 
  • Requires a minimum of four days of in-office presence per week

What skills do I need?

  • You have a minimum of 6+ years of experience in Workplace Experience or Facilities with a significant emphasis on creating and delivering improved employee experiences
  • You possess strong leadership skills with a proven ability to coach and develop a team
  • You demonstrate exceptional budget management skills with a track record of building business cases and managing expenses effectively
  • You exhibit strong attention to detail, organizational planning, time management, and multitasking abilities
  • Exceptional verbal and written communication skills to effectively interact with all levels from a vendor to executive.
  • Experience and comfort in working within a fast-paced office environment

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 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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