Senior Privacy Counsel

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