Senior Editor

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 Intercom Creative Studio is looking for an experienced Senior Video Editor to help build the core video capability for Intercom. This role will be a foundational member of a small, high-impact video team within ICS, responsible for shaping how our stories, products, and campaigns come to life through video—from editorial craft and narrative structure to light production and on-set collaboration when needed. While this role is primarily focused on editing, the ideal candidate is comfortable stepping into light shooting, interviewing, or on-set support when required, and brings a strong network of collaborators to help scale production as needs evolve.

Reporting to the Director of Intercom Creative Studio, you’ll partner closely with Designers, Producers, Writers, Product Marketers, and cross-functional stakeholders to create high-production brand films, customer story mini-docs, product and campaign videos, event content, and high-volume performance marketing assets.

This is a hands-on, craft-driven role for someone who loves both storytelling and execution—someone who can cut a polished flagship piece just as confidently as they can turn around a high-performing performance edit at scale. While this role does not manage people today, it’s ideal for someone interested in growing into a future video leadership role, helping define standards, workflows, and creative direction across the company.

This role sits within the San Francisco–based Intercom Creative Studio, which works across digital, print, environmental, physical goods, and everything in between. We’re building the foundation of Intercom’s video practice—and this role will help define what great looks like.

To help us better understand your skills and approach, please include a link to your portfolio or samples of your work with your application. This will allow us to see your impact and creativity in action.

What will I be doing?

• Edit and deliver high-quality video content across a wide range of formats, including:

• Brand campaign films and hype videos for launches, events, and special initiatives

• Polished customer story and mini-documentary content

• Product and feature videos in partnership with motion and product marketing

• High-volume, performance-driven video assets for paid, lifecycle, and social channels

• Support light video production needs, including occasional shooting, interviewing, or directing contributors on set for customer stories, internal content, or fast-turnaround brand moments

• Partner closely with Motion Designers to seamlessly integrate motion graphics, product animation, and visual effects into editorial work

• Collaborate with Producers, Writers, and Creative leads to shape narrative, pacing, and structure from rough cut through final delivery

• Help staff up video projects as needed by identifying, onboarding, and collaborating with freelance editors, shooters, and specialists to scale production up or down

• Own the editorial process end-to-end: ingest, organization, rough cut, refinement, finishing, and delivery across multiple outputs and specs

• Help define and uphold editorial standards, including pacing, tone, sound design, and visual polish across all ICS video work

• Maintain a high bar for quality and craft while balancing fast turnarounds and shifting priorities

• Contribute to building repeatable workflows, templates, and best practices that help scale video production efficiently

• Support and enable a content production team in Dublin, sharing editorial standards, workflows, and feedback to ensure consistent quality globally

• Partner with creative leadership to assess when and how to use contractors or external partners to scale production up or down

• Stay current on editing trends, storytelling formats, and platform-specific best practices, and apply them thoughtfully to Intercom’s work

What skills do I need?

• 6–8+ years of professional video editing experience

• A strong portfolio or reel showcasing brand storytelling, customer stories, campaign work, and performance marketing edits

• Exceptional editorial judgment—strong instincts for story, pacing, rhythm, and emotional tone

• Comfort working across a wide range of formats, from cinematic long-form to short-form and performance-driven cuts

• Strong technical editing skills, including color, sound design, and delivery for multiple channels

• Ability to independently manage projects from raw footage to final delivery

• Experience collaborating closely with motion designers and integrating animation into editorial workflows

• Highly organized, detail-oriented, and comfortable juggling multiple projects at once

• Clear, respectful communicator who works well with cross-functional stakeholders

• Proficiency in Adobe Premiere Pro is a must (After Effects familiarity a plus)

• Experience with basic video production, including shooting, lighting, and audio for interviews or small-scale productions

• Strong interviewing instincts and ability to help subjects feel comfortable on camera

• Comfort working on set with producers, creatives, and external partners

• A growth mindset and comfort working in evolving, ambiguous environments

• Interest in helping shape and scale a world-class in-house video function

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 meaningful equity

• Comprehensive medical, dental, and vision coverage

• Regular compensation reviews - great work is rewarded!

• Flexible paid time off policy

• Paid Parental Leave Program

• 401k plan & match

• In-office bicycle storage

• Fun events for Intercomrades, friends, and family!

*Proof of eligibility to work in the United States is required.

The base salary range for candidates within the San Francisco Bay Area is $157,500 - 188,125. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

#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.