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Social Media Manager



This job is no longer accepting applications

See open jobs at Intercom.
Marketing & Communications
Dublin, Ireland
Posted on Tuesday, April 25, 2023

Intercom is an AI powered, automation-first customer service platform that lets businesses deliver fast support, keeping customers satisfied, costs low, and service teams happy.

It is the only complete customer service solution that provides a seamless customer experience across automation and human support. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital.

What's the opportunity? 🤔

Are you a master of memes, a wizard of wit, a champion of creativity? Do you also have a knack for building personal relationships through valuable conversations? Well, Intercom is on the lookout for a Social Media Manager and born community networker to join our team and take our social media game to the next level!

As the social voice of Intercom, you'll be responsible for creating and curating content that engages and grows our followers across all our primary social channels and online communities. From YouTube to Twitter (or X?), LinkedIn to TikTok, you'll be the driving force behind our social presence, and engage with our online social community, building relationships and driving deeper engagement with the brand.

We're looking for someone who's not afraid to step in front of the camera and create content that brings our brand to life. Whether it's hosting a Q&A session, sharing a behind-the-scenes look at our office, or starring in your very own TikTok dance challenge, we want someone who's comfortable being the face of Intercom on social. So if you love being your weird self in the spotlight and have a passion for bringing energy to community conversations in a genuine way, click 'apply'.

What will I be doing? 🚀

Social Strategy

  • Evolve and execute our social media strategy across multiple social media platforms to increase brand visibility, engagement, and community growth
  • Collaborate in a cross-functional editorial team to develop effective social strategies for multi-format campaigns and projects
  • Identify opportunities to grow our audiences and engagement through boosted posts, partnering with demand gen teams on paid campaigns
  • Analyze and report on social media performance metrics to measure the success of content and make data-driven decisions

Content Creation

  • Create, edit, and publish creative, original, and engaging content that aligns with the company's brand voice and style guide both independently and in partnership with creative agencies and internal resources
  • Stay up-to-date on customer service and tech news, trends, memes, and emerging social platforms to inform content creation and identify opportunities for engagement

Community Engagement

  • Seek out and add value to relevant online conversations in the customer support and tech world, increasing brand awareness and affinity in the market
  • Partner with our Social Support team to manage and moderate social media accounts, responding to comments and messages in a timely and professional manner, in line with defined SLAs
  • Work with our Intercom Community Manager to share engagement tactics and bridge the digital community divide between social and our customer forum.
  • Be present at select in-person user groups and events to meet our audience IRL

What skills do I need? 📖

  • 3+ years relevant experience in marketing, social media, community building or other relevant roles
  • Detailed knowledge of social media platforms and related content strategy
  • Social content creation skills and a passion for embracing new tools and apps that help bring ideas to life. Upskill opportunities will be provided for the right candidate if needed.
  • Proven ability to work across broad cross-functional teams to translate, ideate and produce creative and engaging social content
  • Understand how to translate product announcements, demand gen campaigns and product education into content uniquely fit for social platforms
  • Proven on-screen presence and confident featuring in videos and other social content (examples required)
  • A great sense of humor and an ability not to take yourself too seriously
  • Confidence conversing with customers in both on and offline environments
  • Ability to utilize core marketing principles in brand and campaign positioning, audience identification and targeting, and social channel strategy
  • Well-versed in the various marketing channels with a basic understanding of channel function and formats. Demonstrate an understanding of marketing and sales funnels and how different tactics and channels drive impact across the entirety of a prospect and customer journey.
  • Strong written and spoken communication skills. Ability to present creative briefs clearly and work with creative teams to execute against feedback.
  • Experience with analyzing and drawing conclusions from social insights and data. Ability to turn that into actionable content recommendations.
  • Think strategically and efficiently in a fast-paced environment, escalating priorities and working with cross-functional teams to make crucial decisions in the midst of content production.
  • Highly organized and able to successfully manage multiple projects.

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
  • Open vacation policy and flexible holidays so you can take time off when you need it
  • 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’re happy to get you whatever equipment helps you get your job done

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. Intercom is currently able to hire if an employee has a permanent residence in the following locations; Australia, Ireland, England and applicable US states. (California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington).

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This job is no longer accepting applications

See open jobs at Intercom.