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?

We’re hiring an Editor/Videographer to help shape how the world sees Fin, Intercom’s AI Customer Agent. As video becomes central to Intercom’s Mindshare strategy, this role will play a key part in scaling the quality and velocity of the stories we publish across Advocacy, Product Marketing, Product, and Events.

You’ll bring Fin to life through modern product and customer marketing stories, demos, explainers, event coverage, social clips and demand gen content. You’ll collaborate with cross-functional partners to turn complex ideas into simple, human, visual stories that resonate with the audiences shaping the future of AI-powered customer experience.

This is an opportunity to join as the team grows and contribute meaningful craft to a content engine that shapes how the industry understands Fin, the next generation of AI Customer Agents, and the change they represent.

Intercom’s video team sits at the heart of our Mindshare efforts. We create clear, compelling stories that explain how Fin works and show the impact it delivers for customers. Our mission is to help people understand the value of AI Customer Agents through straightforward, relatable, high-quality content.

As an Editor/Videographer, you will work across edits, studio, and location shoots. You will collaborate closely with the rest of the Content team, Product, Product Marketing and Events teams to support product launches, customer storytelling, and major industry moments. You will join a high-velocity environment where clarity matters more than complexity and where experimentation with new formats is encouraged.

What will I be doing?

Capture, edit and creatively craft customer stories, demos, explainers, event footage, social clips and demand gen content, delivering clarity, quality, and strong narrative flow
Set up multi-camera studio shoots including camera operation, teleprompter, lighting, and audio to capture clean, reliable footage
Film interviews and capture B-roll on location in client offices and at events, adapting quickly to different environments and setups
Deliver polished edits in multiple aspect ratios (16:9, 1:1, 9:16), optimised for each platform’s requirements
Repurpose longer video and non-video content into engaging video assets, using strong editorial judgment to identify the most compelling moments
Ensure edits reflect Intercom’s visual style and brand standards, utilising and adhering to a visual system created by our Intercom Creative Studio team
Apply platform-native and audience informed storytelling principles (hooks, pacing, structure, early clarity)
Experiment with new formats and AI-assisted workflows to help evolve our storytelling and contribute to a culture of continuous creative improvement

What skills do I need?

Excellent editing skills with a strong sense of pacing, structure, narrative clarity, and social-first storytelling
Proficiency in Adobe Premiere Pro, with openness to leveraging new editing tools such as Descript where they add value
Confident camera operation using mirrorless or DSLR cameras in both studio and on-location environments
A refined creative sensibility with strong visual taste and an instinct for what makes a moment engaging
Strong sense of rhythm and musicality, able to select music that enhances tone, emotion, and narrative flow
Solid audio recording ability including mic setup and monitoring
Ability to perform audio post-production work in Adobe Audition or similar
Basic After Effects skills for updating templates and incorporating motion into edits
Highly organised with strong file-management discipline including clean project structures, version control, and reliable backups
Proficient using Frame.io for video review and feedback
Able to self-manage day-to-day work while collaborating closely with the wider video team
Confident collaborating with cross-functional partners across Advocacy, Product Marketing, Product, and Events
An avid curiosity for new technologies, particularly judicious use of AI in the creative process

Bonus skills & attributes

Experience running live-stream productions using an ATEM switcher workflow or similar
Basic colour grading in Premiere or DaVinci Resolve
Working knowledge of Riverside or similar for remote and async recordings

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.

#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.

Senior Video Editor

Benefits

Job Description