Principal Product Designer

Berlin, Germany;
Dublin, Ireland;
London, England

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.

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.

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.

• 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.

• Prefer strategy, research or system design over execution—this is a craft‑heavy role.
• Need a lot of direction or structured processes—you should thrive in open‑endedness and ambiguity.
• Don’t obsess over details—we’re looking for someone who sweats the pixels.
• Primarily work on marketing sites—this role is about designing deep, functional software experiences.

• 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.

• You’ve raised the design bar. Your work is referenced as an…