Senior Editor

Intercom•San Francisco, CA

6d•Hybrid

About The Position

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? The Intercom Creative Studio is looking for an experienced Senior Video Editor to help build the core video capability for Intercom. This role will be a foundational member of a small, high-impact video team within ICS, responsible for shaping how our stories, products, and campaigns come to life through video—from editorial craft and narrative structure to light production and on-set collaboration when needed. While this role is primarily focused on editing, the ideal candidate is comfortable stepping into light shooting, interviewing, or on-set support when required, and brings a strong network of collaborators to help scale production as needs evolve. Reporting to the Director of Intercom Creative Studio, you’ll partner closely with Designers, Producers, Writers, Product Marketers, and cross-functional stakeholders to create high-production brand films, customer story mini-docs, product and campaign videos, event content, and high-volume performance marketing assets. This is a hands-on, craft-driven role for someone who loves both storytelling and execution—someone who can cut a polished flagship piece just as confidently as they can turn around a high-performing performance edit at scale. While this role does not manage people today, it’s ideal for someone interested in growing into a future video leadership role, helping define standards, workflows, and creative direction across the company. This role sits within the San Francisco–based Intercom Creative Studio, which works across digital, print, environmental, physical goods, and everything in between. We’re building the foundation of Intercom’s video practice—and this role will help define what great looks like. To help us better understand your skills and approach, please include a link to your portfolio or samples of your work with your application. This will allow us to see your impact and creativity in action.

Requirements

6–8+ years of professional video editing experience
A strong portfolio or reel showcasing brand storytelling, customer stories, campaign work, and performance marketing edits
Exceptional editorial judgment—strong instincts for story, pacing, rhythm, and emotional tone
Comfort working across a wide range of formats, from cinematic long-form to short-form and performance-driven cuts
Strong technical editing skills, including color, sound design, and delivery for multiple channels
Ability to independently manage projects from raw footage to final delivery
Experience collaborating closely with motion designers and integrating animation into editorial workflows
Highly organized, detail-oriented, and comfortable juggling multiple projects at once
Clear, respectful communicator who works well with cross-functional stakeholders
Proficiency in Adobe Premiere Pro is a must (After Effects familiarity a plus)
Experience with basic video production, including shooting, lighting, and audio for interviews or small-scale productions
Strong interviewing instincts and ability to help subjects feel comfortable on camera
Comfort working on set with producers, creatives, and external partners
A growth mindset and comfort working in evolving, ambiguous environments
Interest in helping shape and scale a world-class in-house video function

Responsibilities

Edit and deliver high-quality video content across a wide range of formats, including:
Brand campaign films and hype videos for launches, events, and special initiatives
Polished customer story and mini-documentary content
Product and feature videos in partnership with motion and product marketing
High-volume, performance-driven video assets for paid, lifecycle, and social channels
Support light video production needs, including occasional shooting, interviewing, or directing contributors on set for customer stories, internal content, or fast-turnaround brand moments
Partner closely with Motion Designers to seamlessly integrate motion graphics, product animation, and visual effects into editorial work
Collaborate with Producers, Writers, and Creative leads to shape narrative, pacing, and structure from rough cut through final delivery
Help staff up video projects as needed by identifying, onboarding, and collaborating with freelance editors, shooters, and specialists to scale production up or down
Own the editorial process end-to-end: ingest, organization, rough cut, refinement, finishing, and delivery across multiple outputs and specs
Help define and uphold editorial standards, including pacing, tone, sound design, and visual polish across all ICS video work
Maintain a high bar for quality and craft while balancing fast turnarounds and shifting priorities
Contribute to building repeatable workflows, templates, and best practices that help scale video production efficiently
Support and enable a content production team in Dublin, sharing editorial standards, workflows, and feedback to ensure consistent quality globally
Partner with creative leadership to assess when and how to use contractors or external partners to scale production up or down
Stay current on editing trends, storytelling formats, and platform-specific best practices, and apply them thoughtfully to Intercom’s work