Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.

Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.

What's the opportunity? 🤔

Intercom’s Legal team is seeking a dedicated counsel to lead the company’s program on data protection and manage legal matters involving privacy and cybersecurity, as well as help support other Compliance and Product-led initiatives. Reporting to the Sr. Director of Compliance & DPO, you will advise and partner with our engineering, product, security, sales, marketing and other teams throughout the organization to manage legal risk and compliance with global privacy and cybersecurity laws and regulations. You will develop and effectuate strategies and initiatives that focus on building a scalable privacy and security program, as well as educate and train key stakeholders on prioritizing data protection as a core value for Intercom.  Furthermore, you will help develop and evolve other legal and regulatory compliance initiatives involving subjects such as artificial intelligence.

What will I be doing? 🚀

  • Provide a wide range of subject matter expertise and resource on privacy, security and data protection
  • Work with teams worldwide on various privacy, security and compliance initiatives 
  • Partner very closely with your colleagues on Intercom’s legal team on a number of cross functional projects with privacy and regulatory compliance implications
  • Draft external notices and disclosures, and manage/update data protection and privacy related  internal and external policies and procedures to ensure compliance with global laws and regulations related to data protection
  • Provide guidance and interpretation on legal requirements to the engineering and product teams with respect to existing and new product features and functionality for privacy-by-design and security-by-design initiatives 
  • Respond to customer, vendor and employee questions about their individual data rights and Intercom’s processing activities as well as Intercom’s data management practices and policies
  • Draft and manage data protection impact assessments
  • Own data-related contractual templates, such as Data Processing Addendum, Business Associate Agreement, Information Security Addendum, etc. and train Commercial Legal team on negotiation playbook and regulatory updates
  • Analyze privacy law developments and provide analysis and guidance for implementation into business processes
  • Counsel and advise commercial teams and business partners on data protection related provisions in contracts
  • Keep up with industry guidelines and best practices on data management and how they apply to Intercom’s offerings
  • Support projects in other key data protection-related compliance areas such as our Code of Conduct, new product analyses and initiatives, risk management, cyber insurance and security incidents.

What skills do I need? 📖

  • 5-10 years relevant experience as an attorney with a law firm or in-house legal department advising a multinational SaaS company on global data privacy regulation and laws
  • Deep experience with global privacy regulations, which include GDPR, the ePrivacy Directive and CCPA-CPRA.  Working understanding of Australian Privacy Act, HIPAA, PIPEDA and desire to learn LGPD and upcoming regulations 
  • Working understanding of the EU AI Act and other developing regulatory laws associated with AI data governance
  • Foundational knowledge of key security programs such as SOC2, ISO and HIPAA
  • CIPP/E or CIPP/US certification
  • A level of comfort in influencing and educating an organization on the importance of privacy and implementation of privacy initiatives, and capable of gaining respect of senior leaders in the organization 
  • An ability to multi-task which includes handling a variety of legal issues simultaneously 
  • Attention to detail, a sense of passion to support Intercom’s privacy initiatives and the versatility and confidence to take on challenges that are presented to you 
  • Strong familiarity and curiosity about emerging technologies such as artificial intelligence, network and cyber security, infrastructure resiliency and cloud computing
  • Ability to express sophisticated ideas in easily understandable and effective ways
  • Agility in handling conflict and creating/influencing/implementing policies and procedures
  • California state bar licensed attorney or ability to be registered as in-house counsel if licensed in another jurisdiction; or qualified in Ireland and/or the UK

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
  • Catered lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
  • Fully funded comprehensive medical, dental, and vision coverage
  • Open vacation policy and 10 corporate holidays
  • Paid Parental Leave Program
  • 401k plan
  • In-office bicycle storage
  • Fun events for Intercomrades, friends, and family!

The base salary range for candidates within the San Francisco Bay Area is $189,000 - $204,500. 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).

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 two 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.

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