Intercom reviews

3.8

76% would recommend to a friend

(39 total reviews)
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Eoghan McCabe

69% approve of CEO

86% positive business outlook

Reviews by job title

39 reviews

Reviews about "Compensation"

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5.0
Feb 3, 2020
Recommend
CEO approval
Business Outlook

Pros

Ambitious and forward thinking company. Genuinely trying to solve customers' problems. Many of the people there are really great at what they do and generally collaborative. Competitive salaries and good benefits. Company is actively trying to find ways to address the problems you find at many earlier stage companies.

Cons

Teams operate in silos. Not a unique problem to Intercom but exacerbated by geography and time zones. Company has made some misteps in certain senior exec hires but have taken steps to change course. They do a good job of soliciting feedback and listening but have had trouble implementing policies to improve problem areas, specifically diversity and inclusion.

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Intercom Response
6y
Thank you for sharing your thoughts, we appreciate the feedback. There are definitely challenges that come with scaling a global fast-growing company and the feedback that we ask for helps us identify the problems that are happening across teams and across offices. We know there’s still more work to do to unite certain teams and improve the way we work together. Please know that D&I is a top priority. We are excited to have recently hired a full time D&I program manager and have a number of great initiatives in the works to help us be even better here.
3.0
Jul 1, 2019

Structured, intense, high growth

Recommend
CEO approval
Business Outlook

Pros

Intercom has amazing people. Everyone is very willing to give time to help me understand something whenever I need help. Our structure gives designers the responsibility to really lead a product area. Our design process is rigid and intense, which leads to very well thought out and structured design output. The emphasis on understanding a problem deeply before solving it is world class.

Cons

Org structure thrash lead to little understanding of performance expectations. You really have to know what you’re doing, and go way beyond your comfort zone to be successful here.

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Intercom Response
7y
Thanks for all of the kind words. We care really deeply about design at Intercom because we know how impactful it is, and we're glad that shows in your experience working here. We understand your frustrations around performance expectations shuffling during reorgs (or thrash as you put it!). Believe me, we're working on this and it'll get a lot better in the coming quarters. Thanks again for your feedback.
2.0
Mar 21, 2019

False promises, toxic culture and little organization

Anonymous employee
Recommend
CEO approval
Business Outlook

Pros

There are some really great people at Intercom and some teams doing really great work.

Cons

First and foremost the biggest issue is gender inequality. I regularly witnessed women get talked over or be completely ignored in meetings and left in the shadows of loud, pretentious men who are good at managing up. I consistently noticed that women were rarely present in leadership reviews I took part in. Middle management is inexperienced or non existent in most cases, while leadership micro manages and blocks many projects from shipping on time, if at all. Many late nights of wasted work happen purely based off personal disinterest in the work with no actual constructive feedback. To top it all off there is no real process in place and cross functional communication is terrible. Everyone wants to blame everyone else and is looking for someone to point the finger at rather than working together to solve the problem. If you have a manager that you can be friends with, you’ll be fine, if not you’ll likely get caught up in the chaos, blocked on projects and passed up for growth opportunity. “We are not a perks company” is regularly messaged yet the salary is far below competitors. Offering benefits to your employees isn’t a bad thing and you can do it without going overboard. It doesn’t help that the “unlimited vacation” policy isn’t actually respected and will quickly be held against you if they need a reason to knock on your performance. It’s a shame things have gotten as bad as they have because the product and brand have a lot of potential. But when you only invest in certain people you’re not going to accomplish much in the long term.

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Intercom Response
7y
Reading this is really hard. I am sorry that this was your personal experience at Intercom. Making sure every employee feels empowered to the best work of their careers is our top priority. For many employees at Intercom I think they would share that they are doing truly impactful work and helping to build something special. That said, like all company's there are areas we can improve. Thanks for the honest feedback.
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