Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform.
Intercom is leading the market in AI customer service with Fin by Intercom, the most powerful AI customer service agent available, and Helpdesk by Intercom, a fully featured AI enhanced helpdesk for human support.
Today, more than 25,000 businesses use Intercom’s platform to send millions of messages to millions of customers each month. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
Join us to help define and lead the AI revolution for customer service.
What's the opportunity?
Intercom's Global Sales Organization is rapidly evolving, and the GTM Enablement team is expanding to support. Our mission is to empower Intercom employees with compelling experiences, deep knowledge, and essential career development skills that drive meaningful engagement and long-term success.
As a Senior Sales Enablement Manager, Employee Experience Enablement, based in San Francisco, CA, you will be responsible for designing and delivering our global onboarding and career progression programs. You’ll collaborate closely with leadership across our GTM organization and HR business partners to create a holistic employee experience that drives growth from onboarding through career development. This role will include building strategic programs that support onboarding, leadership development, and performance management, ensuring employees have the right resources and support at every stage of their career journey.
We currently operate in a hybrid working model and we are hiring this role in our San Francisco or Chicago office.
What will I be doing?
Reporting to the Senior Director of Global Sales Enablement, you will own and drive Intercom’s employee experience enablement activities and programs globally. You’ll be responsible for:
Onboarding:
- Designing, executing, and facilitating comprehensive onboarding programs to help new hires ramp quickly and effectively into their roles.
- Coordinating onboarding schedules to ensure a seamless and engaging experience for all new hires.
- Creating and maintaining foundational resources, including playbooks, training materials, and toolkits, to support onboarding programs worldwide.
Leadership Development:
- Developing engaging leadership development programming that equips managers with the skills and confidence to lead high-performing teams.
- Partnering with HR business partners to build great performance management guidance, career ladders, and bridge programs that facilitate career growth and leadership development.
- Aligning global onboarding and employee experience priorities while focusing on content development that meets the unique needs of employees across regions.
Career Progression:
- Developing role-specific career progression tracks that support internal mobility, such as BDR to AE transitions or CSM to Manager pathways.
- Collaborating with Product Marketing, Sales Leadership, and HR to ensure all materials reflect current product positioning, messaging, and evolving career development strategies.
- Establishing processes to ensure core content is standardized and easily adaptable for regional use while maintaining a unified employee experience.
- Monitoring program feedback and effectiveness, refining materials to improve time-to-productivity, engagement, and career satisfaction.
What skills do I need?
- 6 -7+ years in a Sales Enablement, Learning & Development, HR, or a related role in a SaaS organization
- Experience in delivering training both in-person and remotely
- Experience in designing self-paced learning interventions
- The ability to work cross-functionally and with senior leadership
- Strong project management skills, with the ability to manage multiple priorities and deliver high-quality work on time
- An intuitive sense for taking complex or large bodies of information and delivering the right information at the right time
- Working knowledge of sales process, employee engagement strategies, and success criteria
- Analytical mindset with the ability to measure and report on the effectiveness of training and career programs
- Excellent communication (verbal, written, and presentation) and interpersonal skills; positive, flexible attitude
- Group facilitation skills; running workshops, role plays, and hands-on learning activities
- Ability and willingness to learn and develop new skills
- Highly organized, great attention to detail, and deadline-driven
- Successful experience in deal coaching and career coaching
Bonus skills & attributes
- Experience at a high growth SaaS company
- A background or certification in Command of the Message
- Experience using Salesforce.com, Outreach, 6Sense, Gong
- Worked in a globally distributed team
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.
The base salary range for candidates within the San Francisco Bay Area is $154,475 - $179,525. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
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.
Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.
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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