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 Lat Am Leader will be responsible for driving growth, regional strategy, and operational excellence across Intercom’s Latin American business. This leader will manage a team of five to six Mid Market Account Executives and Relationship Managers spanning Brazil and Rest of Region (RoR) in a pod based model, as well as playing a critical role in the partner management for SMB. The role requires both strategic leadership and hands-on execution to expand Intercom’s footprint in one of the company’s most dynamic emerging markets.

This position will play a key role in building the region, refining go-to-market strategy, and fostering deep alignment with global functions including Sales Development, Customer Success, and Sales Engineering.

What will I be doing?

1.

Strategic Leadership & Regional Growth:

• Define and execute a multi-year go-to-market strategy to grow Intercom’s presence across LATAM, with a focus on Brazil.

• Develop and implement scalable sales processes for both partner-led SMB and sales-led MM/ENT segments.

• Collaborate with global revenue operations, enablement, and marketing to localize messaging and optimize demand generation.

• Represent the LATAM region in global leadership forums, providing insights and market intelligence to shape company-wide priorities.

2.

Team Management & Coaching:

• Directly manage five sellers (Account Executives and Relationship Managers) across Brazil and RoR (rest of region), ensuring performance excellence through coaching, pipeline management, and skill development.

• Work closely with Partnerships Manager and associated partner teams to drive SMB acquisition and expansion (dotted line leadership).

• Partner with cross-functional teams-including CSM, SE, and SDR-who report into global functions but support LATAM, ensuring strong collaboration and alignment on customer outcomes.

• Build a culture of accountability, growth mindset, and performance within the LATAM team.

3. Sales Execution

• Own regional pipeline and forecasting accuracy across all LATAM segments (taking global best practices and deploying in region).

• Partner with revenue operations to ensure robust forecasting and adherence to global sales processes.

• Drive deal execution for strategic MM and Enterprise opportunities, often leading or supporting key negotiations.

• Monitor and optimize pricing, discounting, and deal structure to align with Intercom’s financial goals.

4.

Market Development & Partnerships:

• Strengthen Intercom’s partner ecosystem across LATAM to support SMB market penetration.

• Identify and manage key channel partners to accelerate customer acquisition.

• Represent Intercom in the LATAM tech ecosystem-including industry events, partner briefings, and customer forums.

What skills do I need?

• 8+ years of experience in SaaS sales or regional business leadership roles, with at least 3 years managing quota-carrying teams.

• Proven success leading in a high-growth, matrixed environment across multiple markets.

• Track record of exceeding revenue goals while building sustainable team performance and culture.

• Experience working with both direct sales and partner-led GTM models.

• Experience with command of the message and MEDPICC is a plus

Bonus skills & attributes

Skills

• AI native

• Strong leadership and coaching capabilities, with the ability to motivate, develop, and retain top talent.

• Excellent cross-functional collaboration and influence across global teams.

• Data-driven decision-making, with strong analytical and operational discipline.

• Outstanding communication skills in English and Portuguese (fluency in Spanish and Portuguese both a plus).

• Deep understanding of LATAM business culture and SaaS market dynamics.

Key Success Indicators

• Exceeding ARR growth targets for LATAM region.

• Strengthening sales productivity and forecast accuracy.

• Increased partner-driven revenue and market reach.

• Enhanced collaboration and alignment between LATAM and global teams.

• Strong employee engagement and retention within the LATAM sales organization.

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

• Comprehensive medical, dental, and vision coverage

• Regular compensation reviews - great work is rewarded!

• Flexible paid time off policy

• Paid Parental Leave Program

• 401k plan & match

• In-office bicycle storage

• Fun events for Intercomrades, friends, and family!

Proof of eligibility to work in the United States is required.

The OTE range for candidates within the San Francisco Bay Area is $331,000 - $411,000. 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 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.