Senior Product Counsel

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.

What's the opportunity?

Intercom’s Legal team is looking for an experienced and dynamic Senior Product Legal Counsel with deep product counselling experience who excels in a fast-paced environment and enjoys navigating novel legal issues at the intersection of emerging technology and global regulations to help launch products. The successful candidate will have a proactive approach and curious mindset, provide practical and solution-based guidance to help drive outcomes and an ability to build strategic and collaborative relationships with stakeholders to support Intercom’s fast-paced and ambitious plans. The position may be based in London, England or {#location}Dublin, Ireland{/location}.

What will I be doing?

• Partner closely with our Product and Engineering teams through development, launch, and post-launch maintenance of product and feature releases, with responsibility for managing the legal and regulatory compliance elements of the design, build and user experience of our products and services.
• Partner closely with colleagues on Intercom’s legal team, including privacy and commercial counsel and legal ops, on cross-functional projects such as data protection impact assessments, security audits, subprocessor updates
• Draft product-related terms and conditions, in-product disclosures and internal/external resources like help articles and FAQs to educate stakeholders and customers on product functionality and developments
• Implement and manage policies and processes for conducting product legal review of new product development, enhancements, and feature requests
• Keep up to date on international laws and regulations (e.g., AI, data protection) that impact development and marketing of Intercom products and provide guidance on interpretation of legal/regulatory requirements
• Work with teams across international offices to advise on a broad range of legal issues related to regulatory compliance, intellectual property and marketing that may impact the development and release of our products globally.

What skills do I need?

• You should have at least 10 years of relevant experience as in-house counsel and/or law firm counsel advising product, engineering and marketing teams on legal issues related to product development , ideally in a multinational technology company . IP and/or privacy counseling experience is a plus.
• Demonstrate strong judgment and an ability to identify and balance key legal risks and work effectively with the relevant stakeholders to implement legal solutions that enable product release.
• Experience advising on the development and deployment of AI based products, including issues such as data sourcing, model training, appropriate customer-facing terms and compliance with evolving frameworks like the EU AI Act.
• Experience and strong understanding of the practical implications of privacy issues associated with the development of AI products.
• You are driven by curiosity and a deep understanding of how the products work and are comfortable working in an environment which requires pro-active engagement with stakeholders to identify areas of risk and fulfil your responsibilities.
• Ability to effectively prioritise and manage numerous projects under competing deadlines, having regard to Intercom’s principles of ‘incredibly high standards’ and ‘impatience’ and experience in scaling and automating internal processes.
• Exceptional communication skills (both written and oral) and the ability to explain complex ideas in a succinct and actionable manner for your internal stakeholders.
• Expertise across all jurisdictions is not required, provided that you have experience with researching, interpreting, and advising on a variety of international laws.
• Experience coordinating Intellectual Property programmes (both patent and trademark related) and advising on the protection of company intellectual property.
• Experience of managing legal risk of open-source licensing
• Experience advising Marketing teams on customer facing product materials and collateral and ability to issue-spot to minimize commercial, litigation and reputational risk.
• Strong work ethic and team-player mindset (does the job that needs to be done at any given time).
• Willingness to adapt and re-think ways of doing things as business priorities change and new challenges emerge, including a willingness to explore AI-based solutions to work processes
• Enjoys the challenge of working in a fast-paced, constantly evolving environment while delivering sound, tactical legal advice within tight timeframes.
• Currently admitted to practice in Ireland or the UK.

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 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.