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?

The Research, Analytics & Data Science (RAD) team at Intercom use data and insights to drive evidence based decision-making. We're a team of data scientists and product researchers who use data — both big and small — to unlock actionable insights about our customers, our products and our business. We generate insights that build customer empathy, drive product strategy and shape products that deliver real value to our customers. If you get really excited about asking the right questions, exploring patterns in data and surfacing actionable insights that drive strategic decisions, then this role is for you.

Data Scientists partnering with our Growth team combine their interest and expertise in the commercial side of the business with their interest in the product to identify opportunities for growth in the business. This role will partner across R&D, Sales and Marketing to identify opportunities to drive improvements across the funnel and measure the impact of those initiatives on commercial performance.

What will I be doing?

You’ll partner with product and GTM teams to help them identify important questions and answer those questions with data.
You’ll work closely with product managers, sales and marketing leaders to develop success metrics, set targets, measure results and size opportunities.
You’ll perform root cause analysis to help uncover the underlying drivers of performance.
You’ll design, build and update end-to-end data pipelines, working closely with stakeholders to drive the collection of new data and the refinement of existing data sources and tables.
You’ll partner closely with product researchers to build a holistic understanding of our customers, our products and our business.
You’ll influence our product and GTM strategy through experimentation, exploratory analysis and quantitative research
You’ll build and automate actionable models and dashboards
You’ll craft data stories and share your findings and recommendations across R&D, GTM and the broader company
You’ll drive and shape core RAD foundations and help us improve how the RAD org operates

What skills do I need?

5 + years experience working with data to solve problems and drive evidence-based decisions
Excellent SQL skills and good knowledge of statistics
Proven track record of initiating and delivering actionable analysis and insights that drives tangible impact with minimal supervision
Excellent communication skills (technical and non-technical) and a focus on driving impact
Strong growth mindset and sense of ownership. Innate passion and curiosity

Bonus skills & attributes

Experience with a scientific computing language (such as R or Python)
Experience with BI/Visualization tools like Tableau, Superset and Looker
Experience with data modeling and ETL pipelines
Experience working with product 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
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Open vacation policy and flexible holidays so you can take time off when you need it
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

#LI-Hybrid

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.

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