Principal Product Designer

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. Speed is something we fight for every day at Intercom, and we believe Berlin is built for people who share that instinct. We are drawn to Berlin by its rare blend of deep technical talent and rich creative culture – all within a vibrant, globally connected city that’s close to our R&D hubs in Dublin and London. It’s a place where the best of the best technical talent thrive, and where people from around the world are eager to relocate and build ambitious products. Our ambition is to hire 100 people in Berlin over the year ahead across engineering, AI, data science, product, and design. We believe this is the most exciting time to join, be the founding R&D talent in the region and make a lasting impact as we build the world's number one customer agent! Intercom is hiring a Principal Product Designer to push the boundaries of product craft. We are one of the most design-driven and AI first technology companies. Fin, our AI Agent is the best performing, most widely adopted, and highest grossing AI service agent on the market. We are shaping the future of how businesses communicate with their customers through AI and humans. Our product is used by millions, and our design team plays a critical role in making it world-class. Why you should join Intercom today AI is transforming everything—fast. We’re at the forefront, shaping the AI Agent category and redefining customer service with Fin. Soon, Fin will handle the vast majority of customer interactions, setting a new standard for support. This shift isn’t just changing what we build—it’s changing how we work. Our team is constantly evolving, integrating AI into design, development, and go-to-market strategies. At Intercom, design is in our DNA. With 60+ designers across R&D and Brand—and two co-founders from design—you’ll never have to fight for your place at the table. Here, designers lead from the start, shaping products that millions of people interact with daily. If you want to work on cutting-edge AI experiences that push the boundaries of product design, there’s no better place to be. Why this role exists In a world where it’s easier and easier to get software off the ground and to 75% built, it’s the last 25% that really matters. We need deep craft specialists—people who will raise the quality bar, bring a spark of creativity, drive best-in-class interaction and visual design, and push execution excellence across our most strategic product areas. This is not a strategy-only or people-management role. We need a maker, a doer, a leader in craft. If you have a deep passion for interaction design, product thinking, and pixel-perfect execution—and the leadership and autonomy to drive impact without waiting for direction—this is the role for you. Must Have Experience We’re looking for a world-class IC designer who: Has shipped complex, high-quality software products. Designs for multiple surfaces—desktop, mobile, chat interfaces, AI first and emerging experiences. Balances speed and detail—knows when to move fast and when to obsess over the last 1%. Thinks end-to-end—from big-picture systems thinking to the smallest interaction detail. Understands engineering and can build prototypes to communicate ideas (Framer, Loveable, Windsurf, Vercel, Figma, code etc…). Has taste. You know what great design looks and feels like, and you push to get there. Can tell a compelling story—articulating your decisions with clarity and conviction. Operates with agency, ownership, and autonomy—doesn’t wait to be told what to do. Who This Role Is Not For This role is not for you if: You prefer strategy, research or system design over execution—this is a craft-heavy role. You need a lot of direction or structured processes—you should thrive in open-endedness and ambiguity. You don’t obsess over details—we’re looking for someone who sweats the pixels. You primarily work on marketing sites—this role is about designing deep, functional software experiences. Day-to-Day Responsibilities What you’ll be doing: Owning end-to-end design for high-impact product areas from concept to execution. Defining new interaction patterns and design paradigms for Fin, our automation, and AI-powered tools. Sketching, prototyping, and testing ideas at different fidelities to validate decisions. Working closely with engineers and PMs to define problems, move quickly, and deliver high-quality solutions. Maintaining high standards of craft while balancing speed and execution. Contributing to design culture—mentoring others, pushing for greatness in a team, refining processes, and sharing knowledge inside and outside Intercom. What Success Looks Like You’ll know you’re successful if: You’ve raised the design bar. Your work is referenced as an example of exceptional craft and taste. You’ve shipped product with major business impact. The areas you own are visibly better because of you. You operate autonomously. You don’t need direction—you see what needs to be done and do it. Engineers love working with you. Your designs are considered, clear, and easy to implement. Your peers trust your judgment. When you push for quality, people listen. Interview Process We understand that interviewing for a new role is both time and energy consuming–we aim to be thorough, speedy and transparent in our approach. You should expect for the entire process to be no more than 4 weeks from start to finish. You’ll meet with various members of our team and have the opportunity to fully validate that Intercom and the role is the right fit for you. Ready to build something great? If you're driven to push the boundaries of product design and have the craft, autonomy, and taste to make a real impact, we want to hear from 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, annual bonus and equity Regular compensation reviews - we reward great work! Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated. Generous paid time off above statutory minimum Hybrid working MacBooks are our standard, but we also offer Windows for certain roles when needed. Fun events for employees, friends, and family! #LI-Hybrid 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 three 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.