Intercom Reviews | Glassdoor.ie

Intercom Reviews

Updated 24 Oct 2019

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4.0
74%
Recommend to a Friend
84%
Approve of CEO
Intercom CEO Eoghan McCabe
Eoghan McCabe
82 Ratings
Pros
  • "Solid comp including great benefits for those with families(in 9 reviews)

  • "Intercom are different in their approach as we have a tightly knit Admin team that sit together (among the Leadership Team)(in 8 reviews)

Cons
  • "Work life balance isn't amazing, but this feels self inflicted - management don't demand too much of people, everyone just wants to do their best(in 5 reviews)

  • "A lot of people complain about this but it’s only paid lip service by leadership(in 4 reviews)

More Pros and Cons
  1. Helpful (3)

    "Wonderful place to work - great opportunities. Some growth problems - being tackled."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Manager in Dublin, Dublin
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Intercom full-time for more than 3 years

    Pros

    Positive energy, no problems too big, brilliant people, great onboarding, friendly leadership,

    Cons

    Some team attrition recently, which hurt, but things are turning around now, and the focus on improvement is why i love working here.

    Advice to Management

    Be more visible. Get to know your teammates better. Do more in the community, for D&I, and for climate.

    Intercom2019-06-14
  2. Helpful (9)

    "good with product and tech, not so good with their own people"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Software Engineer 
    Doesn't Recommend
    Positive Outlook
    Approves of CEO

    I have been working at Intercom full-time

    Pros

    - great for junior engineers to get experience - good perks, lunch, snacks, events - positive and friendly environment - customer service, product and design teams are top notch - home to a few very smart engineers (mostly the veteran employees) - unique voluntary on-call model

    Cons

    - managers learning on the job - senior engineers will have a hard time making career progress - young fast and loose is valued higher than industry experience - hiring is treated with higher priority than retaining and growing in-house talent - majority of engineers are mediocre, and their confidence is dangerously out of sync with their actual abilities - the engineering organisation is not nearly as mature... or competent as overall company and product leadership is - lots of bias in promotion and feedback process, and management does not know what to do about it - career progression is a popularity contest, the loud folks get the attention, leadership incentivises and celebrates this - female engineers will have an especially hard time here

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    Advice to Management

    - take a hard look at the emergent biases in the eng org - stop celebrating just the loudest folks in the room - fix engineer career progression before all the good folks have left

    Intercom2019-09-24
  3. Helpful (1)

    "Intercom - Dublin"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Dublin, Dublin
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Intercom full-time for more than a year

    Pros

    Fun working environment - also, very flexible with remote working which is great.

    Cons

    Communication from the top has been disappointing in some cases - they have worked on this

    Advice to Management

    Be totally transparent with career patching

    Intercom2019-09-08
  4. "Overall very positive"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Account Manager in Dublin, Dublin
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Intercom full-time for more than a year

    Pros

    Brilliant, intelligent people. An excellent people ops team. Culture that constantly seeks to recognize hard work and achievement. Constant promo opportunities Excellent perks/benefits

    Cons

    A few cultural issues being worked through. Priorities product/project can be unclear due to speed of change

    Intercom2019-05-28
  5. Helpful (6)

    "Fun times at an incredible pace"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Product Engineer in Dublin, Dublin
    Recommends
    Positive Outlook
    No Opinion of CEO

    I have been working at Intercom full-time for more than 3 years

    Pros

    Intercom is a startup and things are changing fast and often; not all changes will be to your liking. Overall, it's super fun to work for and the environment is generally positive and encouraging. As an every company, it has it's pain points: Some of the biggest pros for me: + relaxed environment + people in general care (about the product as well as each other) + fun things to work on + ability to do tours..., ie. spend a few weeks with another team to work on something completely different (although this is getting a bit less encouraged as the company is growing) + ability to contribute and influence the roadmap + ability to drive your own career + approachable people willing to listen to you/help out + changes can get proposed and implemented quickly, ie. you don't need to wait for 78 layers of approval to get something done +" wiggle week" -> a week between quarters free of any roadmap work where you can prototype and explore new things (although this sometimes get deprioritized due to a critical project going on) + voluntary nightly oncall rotation (not required to be oncall if not necessary) + senior leadership generally very approachable and willing to take feedback + new processes and rules being introduced as company is growing to account for the growth -> most of the time this is well thought through and goes smoothly + complete visibility into other team's roadmaps

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    Cons

    - shipping fast often means accumulating a lot of tech debt - in the code there are usually three ways of doing things: the old way, the new way and the right way - some things are not well thought through in advance and work is sometimes reactive rather than proactive - some managers are quite inexperienced in people management and avoid difficult conversations - some people have a god-like status; they are not... held accountable for their mistakes and can do whatever they want - not always clear what you need to do to get promoted; different rules for different people - diversity is talked about but not implemented - office parties look like a high-school drunken night out

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    Advice to Management

    Listen to people and their pain-points and adjust. Different people think and behave differently; to create a truly inclusive environment you need to give those people a voice.

    Intercom2019-03-28
  6. Helpful (1)

    "A fun and rewarding place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Dublin, Dublin
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Intercom full-time for more than 5 years

    Pros

    - Fast growing business - Cool product - Hard problems to work on - Great team

    Cons

    It's a young company and is growing fast, and as a result is a bit messy in lots of ways. I think that's fine, but if you are looking for an extremely stable environment maybe it's not for you!

    Intercom2019-04-03
  7. Helpful (2)

    "Amazing"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Sales in Dublin, Dublin
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Intercom full-time for more than a year

    Pros

    - Incredible culture and feeling of purpose: People really care about the company, it's success and understanding that we're in a unique position. - Ability to learn and grow: Doing something new every day, with the freedom to try and fail in order to progress. - Opportunity to lead and drive real impact without micro management. - The best product, of it's kind, on the market: Incredibly rewarding to use and... sell something that really and truly works and provides massive value. - The best product/ engineering team in the city, possibly in Europe. - Perfect mix of a Product team that knows how to build and maintain world class products and a sales team that knows the core requirements needed to drive revenue. - Top class senior leadership who understand the Why and who genuinely want to learn from every team and person in the company. - Workplace is incredible: central location, bright offices, above and beyond facilities, top of the range equipment, freshly cooked food every day, an office team that really cares etc..

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    Cons

    - Strategy is difficult to nail down as we grow so quickly (Getting better). - Difficult to keep everyone aligned as we hire so quickly. - Work life balance isn't amazing, but this feels self inflicted - management don't demand too much of people, everyone just wants to do their best. - Hiring is sometimes rushed based on constraining needs, a fact of quick growth in a competitive market. - People complaining... about benefits, sometimes acting entitled (We're not Facebook or Google people). - Rapid pace of change (could be a pro) - now know why it's on job descriptions - it's a skill to be able to cope with it.

    Show More

    Advice to Management

    - Communicate our "why" more often, it helps keep everyone aligned. - Put more emphasis on the importance of hiring good fits. - Keep the focus mainly about Intercom and our strategy. The saying "winners focus on winning, losers focus on winners" comes to mind.

    Intercom2019-03-25
  8. Helpful (15)

    "Lack of work life balance. Micromanagement."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Rather Not Say in Dublin, Dublin
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I worked at Intercom full-time for less than a year

    Pros

    Food is good, the city center location In Dublin is central. There are some very nice, smart and decent people working here.

    Cons

    Some of what I say below could be a plus for some people, but personally I really didn’t enjoy working at intercom. The level of urgency is more often than not ramped up to 200% which is fine in short bursts coming up to a crunch point, but the work environment is engineered so that everyone is at 200% most of the time. Hours are long. A lot of people complain about this but it’s only paid lip service by... leadership. Every aspect of your job is measured, which feels very like micromanagement. I found a lot of the leaders there to be quiet arrogant (for example unresponsive to emails, slack etc). Also the company is like a revolving door with lots of new people joining all the time, but equally lots of people leaving after a short period of time. This is a shame considering how rigorous the interview process is.

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    Advice to Management

    I’m glad I had the chance to work at Intercom as it’s helped me clarify what I’m looking for in my future employer. Advice to leadership: People really want to work at intercom and can put in their 200% game to get through your interviews. Do more to retain those people. ‘Play Hard’ needs more than a pool table and a couple of beers on a Friday during demos.

    Intercom2019-03-25
  9. "Perfect place for ambitious people to learn and grow"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Product Designer in Dublin, Dublin
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Intercom full-time for more than 3 years

    Pros

    - You get to learn an incredible amount in a short time. Loads of room for personal development as the company grows quickly. - Very high standard of work. One of the best product and engineering teams in Europe building a good, useful product. - Product and Eng leadership is based in Dublin. No sense of being a distant outpost of San Francisco HQ. - Genuinely nice people. This is something almost every new hire... comments on. Meanness is not tolerated. - People work hard while in the office but almost everyone switches off 100% after 6pm and on weekends. No out of hours Slack, email, expectation of overtime. Family-friendly. - The company is on an amazing trajectory, set to be a breakout success. - Office and city centre location are fantastic.

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    Cons

    - Growing fast means that things change often. Some people struggle with the ambiguity of being left to drive their own team without an up-to-date strategy or specific direction. - Expectation is that everyone works hard and stays focused. This is not exactly a con, but some people find it intense of difficult to maintaining the effort. - Company is still growing up and learning things about. There are some... inconsistencies around performance management and strategy. Not everything is perfect or settled.

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    Advice to Management

    - Keep listening to the feedback that people are giving and act on it. - Don't forget to leave time for what's special about the culture as we grow.

    Intercom2019-03-27
  10. Helpful (4)

    "Unbelievable and infectious growth mindset culture."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Engineering Manager in Dublin, Dublin
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Intercom full-time for more than 3 years

    Pros

    Incredible opportunities to work on many challenging problems in an ever changing environment. Kind and forward thinking Engineering leadership who look to support and take bets on good people and are willing to forgive mistakes - even big ones. Unbelievable and infectious personal growth mindset culture. Most who have been around for a while have got significantly more accomplished at many things over a... short time. Approachable Senior Leadership. Flexible career progression with plentiful opportunity to work across different teams and even different roles. Most folks are both very smart AND get a lot of stuff done. Problem solving culture centred on having business impact. Rarely a dull moment - you will never be bored. :) Things can fundamentally change in days not months. Solid comp including great benefits for those with families. Free meals. Nice office.

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    Cons

    Things can fundamentally change in days not months. :) Often a lot of balls in the air in many different contexts meaning sometimes slow progress on many things vs rapid progress on few things. Not a great place if you like a nice cheese board with breakfast.

    Advice to Management

    Worth considering if doing less concurrently will help us progress faster on the higher priority things.

    Intercom2019-03-13
Found 99 reviews