Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.
What's the opportunity?
At Intercom, the Finance Analytics teammate partners with Finance, Product, GTM, and Data Engineering teams in order to identify, report and generate insights relating to Intercom’s ARR. We're looking for highly quantitative individuals who are passionate about transforming data into actionable insights and communicating them boldly. We're seeking like-minded people who are constantly curious, eager to deepen their understanding of our business, and committed to driving value.
In this role, you will leverage large datasets and develop expert systems to enhance both our processes and our understanding of business performance. You’ll work closely with Finance leadership and teams to gain business context, brainstorm ideas, and deliver meaningful insights. We’re looking for someone who not only excels in analytics but also proactively surfaces recommendations, manages competing priorities across multiple stakeholders, and works across the analytics and data stack to tackle complex problems.
Here are examples of some projects you might work on:
- Drivers of revenue for existing customers
- Impact of new pricing and packaging strategies
- Robust and comprehensive monthly reports for executive stakeholders
If you're someone who thrives in a data-driven environment and enjoys uncovering insights that shape business decisions, we would love to hear from you!
What will I be doing?
- You’ll partner with both internal FP&A teams to help them identify important questions about ARR performance and answer those questions with data
- You’ll work closely with finance, product and GTM partners to objectively measure business performance, develop / refine core metrics and create reporting to understand and monitor them
- You’ll design and build end-to-end data pipelines, working closely with stakeholders to drive the collection of new data and the refinement and iteration of existing data sources and data tools
- You’ll craft data stories and share your findings and recommendations across FP&A and the broader company
- You’ll build and automate actionable models and dashboards
- You’ll obsess over data quality
- Conduct ad-hoc analysis to help solve real time and strategic business questions
What skills do I need?
- 4+ years experience working with data to solve problems and drive evidence-based decisions
- Excellent SQL skills and good knowledge of statistics
- Excellent communication skills (technical and non-technical) and a focus on driving impact and influencing change
- A humble overachiever. You are laser-focused on driving positive business outcomes for customers
- Strong growth mindset and sense of ownership. Innate passion and curiosity
- Advanced Proficiency with BI/Visualization tools like Tableau, Superset or Looker
Bonus skills & attributes
- Experience with a scientific computing language (such as R or Python)
- Experience with data modeling and ETL pipelines
- Experience working with product / GTM teams
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 equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
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 two 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.
Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.
Top Skills
What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform.
Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal.
Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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