Full-Stack Marketer, Customer Advocacy

About the Role

The team at Intercom values generalists who can stretch across formats and functions, meaning you'll need to be equal parts storyteller, relationship-builder, systems operator, and creator. Your role will involve using AI tools to enhance quality, speed, and innovation in surfacing and sharing customer evidence.

What You Will Do

• Develop and maintain relationships with customers to source compelling stories of success with Fin.
• Create clear, compelling content that showcases what customers achieve with Fin, highlighting transformation arcs and real outcomes.
• Write sharp, clear narratives that make complex outcomes understandable and engaging.
• Produce video scripts and other formats to ensure customer stories are told effectively across web, social, sales enablement, and launches.
• Operate and improve the advocacy engine, including developing repeatable sourcing workflows and creating reusable templates and tools.
• Help build and maintain systems like evidence pipelines, permissions tracking, content libraries, and self-serve discovery tools, utilizing platforms such as Coda and Salesforce.
• Conduct interviews with customers to extract powerful stories of transformation and success.
• Collaborate with the sales, customer success, and product marketing teams to ensure alignment and maximal impact of customer stories.
• Stay up-to-date with the latest in AI tools and technology to continuously improve the quality and efficiency of customer story production.

What We Are Looking For

• Strong writing and storytelling skills, with the ability to craft compelling narratives from customer success stories.
• Experience in building and maintaining relationships with customers or similar stakeholders.
• Familiarity with AI tools and technologies, particularly those used in customer service and marketing.
• Ability to work independently and as part of a team, with a self-starter mentality.
• Experience with Salesforce or similar CRM systems.
• Understanding of marketing principles and how customer advocacy fits into the broader marketing strategy.
• Ability to learn and adapt quickly in a fast-paced, dynamic environment.
• Strong organizational and project management skills, with attention to detail and ability to meet deadlines.

Nice to Have

• Experience in video production or scriptwriting.
• Knowledge of content management systems and content libraries.
• Familiarity with Coda or similar workflow and documentation tools.
• Experience in a similar role within the tech or customer service industry.
• Basic understanding of HTML and web development principles.

Benefits and Perks

• Competitive salary package.
• Opportunity to work remotely with a dynamic and innovative company.
• Access to cutting-edge AI tools and technologies.
• Collaborative and supportive team environment.
• Professional development opportunities, including training and conference attendance.
• Flexible working hours and remote work stipend.
• Comprehensive health insurance and benefits package.
• Generous paid time off and holidays.
• Equity options as part of the compensation package.

• When applying, make sure to include a portfolio of your writing and storytelling work, particularly if it involves customer success stories or advocacy.
• Familiarize yourself with Intercom's products and mission, and be prepared to discuss how your skills align with their goals.
• Highlight any experience you have with AI tools, Salesforce, or similar technologies, and explain how you've used them to drive results.
• Prepare examples of times when you've had to work independently to drive a project forward, and how you overcame any challenges that arose.
• Consider reaching out to current or former employees of Intercom to get insights into the company culture and what they look for in a candidate.
• Practice your storytelling skills by preparing a few examples of customer success stories you've worked with in the past, and be ready to discuss your process for extracting and showcasing these stories.