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Intercom

Engaged Employer

Intercom reviews

3.8

76% would recommend to a friend

(52 total reviews)
avatar

Eoghan McCabe

69% approve of CEO

86% positive business outlook

Ratings by category

4.2

Compensation and benefits

3.9

Career opportunities

3.6

Culture & values

3.6

Work/Life balance

3.6

Senior management

3.5

Diversity & inclusion

Ratings by demographic groups

Reviews by job title

52 reviews

Reviews about "Management"

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1.0
Dec 8, 2022

a true disaster

Engineering manager
Recommend
CEO approval
Business Outlook

Pros

Pay was quite competitive, offices and lunches were nice.

Cons

The marketing and R&D organizations at this company are truly among the worst organizations I've ever witnessed, collaboration between the two utterly nonexistent. Suffered under utter chaos while the marketing leadership hamstrung creativity and forward progress with insane executive hires, complete dereliction of financial oversight, and finally total collapse. Gaslighting and lying by management in both teams extremely common which was at odds with the happy face the company puts on in the onboarding process. The company's decision to toss aside the former CEO and bring back a controversial fragile figure who was pushed out of the company for inappropriate behaviour is baffling.

5.0
Oct 14, 2022

Strong culture, inclusive and authentic

People manager
Recommend
CEO approval
Business Outlook

Pros

The people are what keep me in my role, they are passionate, innovative, considerate, collaborative, genuinely kind and very smart. Most of all, I've seen that everyone at company cares about diversity & inclusion, and our company also focuses actively on equity & belonging. It is not just work driven by the HR team, the leaders care, are proactive in calling out inequities and working with HR to fix any broken systems. I am definitely proud to work here - the approach to DEI is honest, humble and committed in my experience.

Cons

The company has dealt with a lot of change in Exec leadership in the last year and it has resulted in a lot of starting & stopping. Additionally its moved to a more corporate hierarchy, with a ton of new vertical layers in management than just a few years ago which is taking time to adjust to. Then the recent change in our CEO is definitely cause for a lot of concern - we lost a CEO who valued DEI work, was transparent and kind. New CEO is the old founder and has a history of saying he cares about DEI but then tweeting about "pandering to employees." Still trust the other Exec members to keep our culture strong, but it will be rough road.

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Intercom Response
3y
Hi there and thanks for sharing your feedback. I agree that our inclusive and authentic culture that was put in motion by our co-founders, has been built over the past 11 years, and is carried forward by the leadership and our global workforce truly is a key differentiator for us. It's one of the things that attracted me to Intercom, and is a critical piece of what will make us successful going forward. While the company has experienced a good deal of change in the past month, I'm confident that our strategy, along with our collective commitment to being a company that is focused, product-led, and clear about our go-to-market approach will continue to deliver value not only for our customers but to our employees and stakeholders alike. Thanks, David
1.0
Sep 17, 2022

Messy with no upside

Marketing
Recommend
CEO approval
Business Outlook

Pros

Intercom has some perks - some very kind and smart people - great office spaces with catered lunches - pay on the higher end of the scale

Cons

Here is why people are leaving or preparing to leave: - impossible schedule - their answer to very little overlap is to either start early (US) or work late (EMEA). They refer to these as the "golden hours" while insisting they are a great place for families. APAC gets no attention from anyone - terrible operations - everything is broken and no one will fix it - awful long-term employees - you see a lot of people who have been there for 5+ years, which is usually a good sign, but that group keeps newer employees from advancing - toxic optimism - leadership will blame anything except the actual problems (this is why nothing gets fixed) - boring/confusing product - it's live chat but for some reason, they avoid saying that, which means that anyone who gets in touch for a live chat solution doesn't get what they need and looks elsewhere - poor planning (ties back to toxic optimism) - the company's long term plans are fabricated and based on the outcome they want to see, not what they are ready to do in the market - paranoia - they talk about taking down competitors where live chat is a feature, not the business

avatar
Intercom Response
3y
Hi and thanks for taking the time to share your feedback. I'm sorry that it sounds like we're missing your expectations in term of your experience both in your department and more broadly, and our leadership team and I are accountable to you for that. I agree with you that as a global company, we should -- and will -- continue to focus on how we operate in both a geographically-neutral way that engages our full global team, and that allows our people to keep to guidelines for both start and stop times, especially when so many of our colleagues are working in a hybrid environment. The ability to do that starts with leadership's example setting, and even if we are not commuting into/from the office on a given day, it's important to keep to a schedule that allows for work/life integration. I'll ensure that your thoughts on the other aspects of your experience get to the right leaders as they move through the latter part of this year, and begin planning for the year ahead. Thanks again for taking the time to share your feedback, and please don't hesitate to reach out to me directly if you'd like to talk through any of your feedback live. Thanks, David
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