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?
Intercom’s Legal team is seeking a dedicated Senior Privacy Counsel to lead the company on global legal matters involving privacy, data protection and cybersecurity, as well as to help support other compliance initiatives including AI governance and product development. You will advise and partner with our engineering, product, security, sales, marketing, H.R. and other teams throughout the organization to manage legal risk and compliance with global privacy laws and regulations. You will develop and effectuate strategies and initiatives that focus on building a scalable privacy and data protection program, as well as educate and train key stakeholders on prioritizing data protection as a core value for Intercom. The position may be based in: San Francisco, California, London, England or Dublin, Ireland.
What will I be doing?
- Serve as a subject matter expert and resource on privacy, data protection and security with a multi-jurisdicitional lens
- Work with teams across offices on various privacy, data protection and security compliance initiatives
- Partner very closely with your colleagues on Intercom’s legal team on a number of cross functional projects with privacy, data protection and regulatory implications
- Draft external privacy notices and disclosures, and manage/update internal policies and procedures to ensure compliance with global privacy and data protection laws
- 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 initiatives
- Provide guidance to the H.R. team on employee privacy and data protection concerns and processes
- Respond to customer and employee questions about their individual data rights and Intercom’s processing activities
- Draft data protection impact assessments, partnering with product counsel and security, where needed
- Keep up to date on privacy and data protection 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, including partnering with commercial counsel on drafting and maintaining data processing agreement templates and playbooks
- Partner with the Security team on company policies, risk assessments, projects and breach incidents
- Support projects in other key compliance areas involving our Code of Conduct and other policies
What skills do I need?
- 10+ years relevant experience as an attorney or counsel with law firm and in-house legal departments, advising a multinational technology 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, LGPD and desire to learn other jurisdictions’ laws and upcoming regulations, as needed, to support the business
- Foundational knowledge of key security programs such as SOC2, ISO and HIPAA.
- CIPP/E or CIPP/US certification
- Comfort in influencing and educating an organization on the importance of privacy and implementation of privacy initiatives, and capable of building relationships and gaining respect of senior leaders in the organization
- An ability to multi-task and handle a variety of projects and tasks simultaneously
- Attention to detail, a sense of passion to support Intercom’s privacy initiatives and the ability and confidence to assess and balance risk in a fast-paced environment
- 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
Dublin/London
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 equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
#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.