AI Platform Intercom Expands to Berlin With 100 Jobs
San Francisco-based customer service platform Intercom is setting up shop in Berlin, planning to hire 100 people over the next year across engineering, AI, data science, product, and design roles. The move comes as the company bets big on its AI-powered customer service agent, Fin, which is approaching $100 million in annual recurring revenue.
According to the company's press release, Intercom is riding a massive wave of AI disruption in customer service. The company projects that within just a few years, the vast majority of customer service will be handled by AI rather than humans. More than 7,000 businesses worldwide already use Fin, including German companies like electricity provider Ostrom, smart home tech firm tado°, and grocery delivery service Flink.
But why Berlin? The city's unique combination of deep technical expertise and creative energy sealed the deal, according to Intercom's leadership. Berlin sits conveniently close to the company's existing R&D hubs in Dublin and London, making collaboration seamless.
"Berlin has emerged as one of Europe's hottest centers for AI talent," says Darragh Curran, CTO of Intercom. "The city is home to a high density of AI-focused startups, applied research labs, and practitioners with exceptional literacy, optimism, and ambition in this field. We see Berlin as a key accelerator for our AI hiring – a place where we can bring in some of the brightest minds to help shape the future of our product and business."
The company is looking for ambitious people who thrive in high-intensity environments. Early hires will play a crucial role in shaping the Berlin team's culture and direction—much like what happened with Intercom's successful London expansion.
Intercom's AI capabilities are powered by a team of over 40 machine learning scientists, engineers, and designers in Europe. The company builds in public, regularly sharing research insights with the broader AI community. At its recent Pioneer summit in New York, Intercom showcased how companies like WHOOP, Anthropic, and Lightspeed are using Fin to drive business growth.
The Berlin office is expected to open in December or January, with immediate hiring for senior product engineers, machine learning scientists, product managers, senior product designers, engineering managers, and data scientists.
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