Senior Video Editor

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?

We’re hiring an Editor/Videographer to help shape how the world sees Fin, Intercom’s AI Customer Agent. As video becomes central to Intercom’s Mindshare strategy, this role will play a key part in scaling the quality and velocity of the stories we publish across Advocacy, Product Marketing, Product, and Events.

You’ll bring Fin to life through modern product and customer marketing stories, demos, explainers, event coverage, social clips and demand gen content. You’ll collaborate with cross-functional partners to turn complex ideas into simple, human, visual stories that resonate with the audiences shaping the future of AI-powered customer experience.

This is an opportunity to join as the team grows and contribute meaningful craft to a content engine that shapes how the industry understands Fin, the next generation of AI Customer Agents, and the change they represent.

Intercom’s video team sits at the heart of our Mindshare efforts. We create clear, compelling stories that explain how Fin works and show the impact it delivers for customers. Our mission is to help people understand the value of AI Customer Agents through straightforward, relatable, high-quality content.

As an Editor/Videographer, you will work across edits, studio, and location shoots. You will collaborate closely with the rest of the Content team, Product, Product Marketing and Events teams to support product launches, customer storytelling, and major industry moments. You will join a high-velocity environment where clarity matters more than complexity and where experimentation with new formats is encouraged.

What will I be doing?

Capture, edit and creatively craft customer stories, demos, explainers, event footage, social clips and demand gen content, delivering clarity, quality, and strong narrative flow

Set up multi-camera studio shoots including camera operation, teleprompter, lighting, and audio to capture clean, reliable footage

Film interviews and capture B-roll on location in client offices and at events, adapting quickly to different environments and setups

Deliver polished edits in multiple aspect ratios (16:9, 1:1, 9:16), optimised for each platform’s requirements

Repurpose longer video and non-video content into engaging video assets, using strong editorial judgment to identify the most compelling moments

Ensure edits reflect Intercom’s visual style and brand standards, utilising and adhering to a visual system created by our Intercom Creative Studio team

Apply platform-native and audience informed storytelling principles (hooks, pacing, structure, early clarity)

Experiment with new formats and AI-assisted workflows to help evolve our storytelling and contribute to a culture of continuous creative improvement

What skills do I need?

Excellent editing skills with a strong sense of pacing, structure, narrative clarity, and social-first storytelling

Proficiency in Adobe Premiere Pro, with openness to leveraging new editing tools such as Descript where they add value

Confident camera operation using mirrorless or DSLR cameras in both studio and on-location environments

A refined creative sensibility with strong visual taste and an instinct for what makes a moment engaging

Strong sense of rhythm and musicality, able to select music that enhances tone, emotion, and narrative flow

Solid audio recording ability including mic setup and monitoring

Ability to perform audio post-production work in Adobe Audition or similar

Basic After Effects skills for updating templates and incorporating motion into edits

Highly organised with strong file-management discipline including clean project structures, version control, and reliable backups

Proficient using Frame.io for video review and feedback

Able to self-manage day-to-day work while collaborating closely with the wider video team

Confident collaborating with cross-functional partners across Advocacy, Product Marketing, Product, and Events

An avid curiosity for new technologies, particularly judicious use of AI in the creative process

Bonus skills & attributes

Experience running live-stream productions using an ATEM switcher workflow or similar

Basic colour grading in Premiere or DaVinci Resolve

Working knowledge of Riverside or similar for remote and async recordings