The base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. If the role is non-exempt, overtime pay will be provided consistent with applicable laws. In addition to the salary range listed above, total compensation also includes generous equity, performance-related bonus(es) for eligible employees, and the following benefits.

• Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts

• Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)

• 401(k) retirement plan with employer match

• Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)

• Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees

• 13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time (1 hour per 30 hours worked, or more, as required by applicable state or local law)

• Mental health and wellness support

• Employer-paid basic life and disability coverage

• Annual learning and development stipend to fuel your professional growth

• Daily meals in our offices, and meal delivery credits as eligible

• Relocation support for eligible employees

• Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided.

About the Team

The Content & Narrative team is responsible for shaping how OpenAI communicates the value and real-world impact of AI. We translate complex products, research, and user behavior into clear, compelling stories that drive understanding, adoption, and trust. We partner closely with product marketing, communications, research, economics, policy, partnerships, and GTM teams to ensure OpenAI’s story is grounded, credible, and impactful.

About the Role

As the B2B Content Marketing Lead, you will define how OpenAI tells stories about its products, its users, and the broader impact of AI. At a time when the world is trying to grasp the real potential of AI, this role plays a critical part in translating that potential into understanding, action, and outcomes.

You will build and scale a modern content marketing function that connects product capabilities, model advancements, and user outcomes into narratives that are clear, differentiated, and practical. You’ll also support executive storytelling and thought leadership through high-quality, strategic content.

We’re looking for people who are deeply curious, highly strategic, and exceptional storytellers,people who can turn complexity into clarity and help shape how the world understands AI.

Responsibilities

In this role, you will:

• Develop a content strategy that connects OpenAI’s product roadmap, model capabilities, and user outcomes into clear narratives for key audiences.

• Create and oversee high-impact content across formats, including long-form articles, executive narratives, keynote storylines, customer stories, thought leadership, and research-driven storytelling.

• Partner with leadership to shape and support core company and executive narratives with strong writing, structure, and storytelling.

• Collaborate cross-functionally with product, research, economics, partnerships, and marketing teams to identify key themes, proof points, and storytelling opportunities.

• Use product data, user insights, and market signals to identify which stories resonate and where new opportunities exist.

• Help OpenAI work effectively with external organizations, experts, and creators to broaden reach and deepen understanding of AI.

• Ensure all content is thoughtful, technically credible, and useful for both external audiences and internal stakeholders.

• Bring strong editorial judgment to what we say, how we say it, and where we focus.

Qualifications

You might thrive in this role if you:

• Have 5–10+ years of experience in content marketing, product marketing, economic research, or related B2B storytelling roles.

• Have a strong track record of translating complex products, technologies, or market shifts into clear and compelling narratives.

• Bring experience developing long-form content and strategic storytelling that shapes audience understanding and supports business goals.

• Have experience working cross-functionally with senior leaders and teams (e.g., product, research, marketing, comms) to develop and deliver content.

• Use data, customer insights, and market research to inform storytelling and identify new opportunities.

• Have experience building or scaling content programs, or defining new functions/playbooks in ambiguous environments.

• Are an exceptional storyteller with strong editorial judgment and a high bar for clarity, quality, and credibility.

• Are deeply curious about technology, user behavior, and how products create real-world value.

• Think strategically about how content drives awareness, adoption, trust, and broader company goals.

• Are highly collaborative and effective at influencing across teams and levels.

• Execute quickly and effectively while maintaining a high quality bar across formats.

Nice to Have

• Experience in AI, developer tools, enterprise software, or adjacent technical domains.

• Experience supporting senior leadership narratives and thought leadership.

• Experience working with economists, researchers, or policy teams to translate complex ideas into accessible content.

• Experience partnering with external creators, experts, or influencers.

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Location: Dublin, Ireland

Department: Marketing

Job Description:

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?

The helpdesk is having its biggest moment in a decade. AI is transforming what a helpdesk can do - and Intercom is the only company building a helpdesk and an AI agent as a single, integrated platform.

This role is about owning that story: showing existing customers that we're investing deeply in the product they rely on, and establishing Intercom's vision for what an AI-first helpdesk looks like to the broader market.

This is a senior IC role for someone who wants to operate at the centre of product, AI, sales, and strategy.

You'll own the positioning and messaging for Intercom's Helpdesk product , connected with the product team, close to customers, and responsible for one of the most important narratives in the company: why Helpdesk and Fin together is fundamentally better than either alone.

You'll shape how we talk to the 25,000+ businesses already using Intercom, build the narrative for an AI-first helpdesk era, and establish Intercom as the obvious choice for teams who want their AI agent and their human support layer working as one.

You'll work directly with product, engineering, sales leadership, and the marketing team.

You'll be hands-on with the product and the tech.

This isn't a lane job - it's a builder role for someone who wants to work fast, think from first principles, and help define what great PMM looks like.

What Will I Be Doing?

• Shape the ICP and audience for Helpdesk - helping guide marketing and GTM teams on where to focus and direct campaigns and sales plays

• Lead positioning and messaging for the Helpdesk product area from first principles - owning the 1+1=3 story of Helpdesk + Fin and why the integrated platform delivers outcomes a standalone tool never could

• Define and build the narrative for Intercom's AI-first Helpdesk vision - what it means, why it matters, and why Intercom is uniquely positioned to deliver it - and bring it to market in a way that reshapes how buyers think about the category

• Partner with Product on how we communicate product investment and progress to existing customers - turning roadmap momentum into customer confidence that retains and expands accounts

• Build crisp, high-impact narratives and enablement that sales actually uses and establishes confidence.

Work closely with Customer Success and Account Management to ensure messaging lands with the customers who need to hear it most

• Create high-quality core PMM assets yourself: web pages, first call decks, narratives and scripts launch materials.

And maintain the core ‘brain’ of PMM context that feeds our AI-first approach

• Lead launches and go-to-market moments, working cross-functionally to deliver crisp messaging that fits for sales, campaigns and content needs

• Drive cross-functional alignment on what we're saying, why, and how it shows up everywhere - from the website to the sales deck to the customer email

What We're Looking For

This role is for someone who is a hybrid: part strategist, part storyteller, part technologist.

You move between customer insight, product detail, competitive analysis, and creative expression without friction.

You've Done This Before

• 5+ years in product marketing, ideally in B2B with a track record of shaping how complex products are understood in market

• You've owned a core product area end-to-end - from ICP and positioning through to launches and field enablement

• You've worked in fast-moving environments where the product ships faster than the messaging can keep up - and found a way to move at that pace without losing quality

Experience with customer retention or expansion motions is a strong plus

You Think and Write with Precision

Excellent written communication - you write crisp briefs, sharp narratives, and synthesis memos that drive alignment

Strong editorial judgment - you know the difference between a sharp positioning statement and marketing language that means nothing

You push back on vague claims and force specificity - in your own work and in others'

You're Product-Obsessed and Technically Engaged

You read the docs, use the product, and dig into the tech before you craft a single message

You're genuinely curious about AI - not just as a talking point, but as something you think about, experiment with, and engage with constantly

You use AI tools fluently in your own work and are always looking for new ways to move faster and think sharper

You Operate at the Intersection of Strategy and Execution

You don't hand off strategy and wait - you take it all the way to the asset, the launch, the field

Strong judgment and the ability to work independently on large, high-stakes initiatives

A systems thinker who builds messaging architectures and frameworks others can use, not just one-off assets

You work well across functions, build trust quickly, and make the people around you more effective

Attributes We're Looking For

• Ambitious and competitive - you set a high bar, think big, and want to win. You'll go the extra mile and you're motivated by building something that leads the market.

• Confident and decisive - you back yourself, optimise for progress over consensus, and value momentum. You ask for forgiveness, not permission.

• Curious and intellectually engaged - you're always learning, experimenting, and asking why. You keep up with AI's pace and use it to improve how you work.

• Tasteful and creative - you understand what connects emotionally with people and draw on design, culture, and craft to create ideas that resonate.

• Impatient and change-oriented - you hate slow and work to fix the root cause. You thrive in ambiguity and love building something new.

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!

• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.

• 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.

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