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 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 drive and shape core FP&A data foundations and help us improve how the broader FP&A org operates
  • 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 partner with both internal FP&A teams and cross functional teams to help them identify important questions about commercial performance and answer those questions with data
  • You’ll proactively build and automate actionable data models and tools and push for their adoption
  • Conduct ad-hoc analysis to help solve real time and strategic business questions
  • You will obsess over data quality
  • Partner closely with our Data Engineering and Business Systems teams to become an expert in Intercom’s financial data and systems

What skills do I need? 📖

  • 6+ years experience working with data to solve problems and drive evidence-based decisions
  • Excellent communication skills (technical and non-technical) and a focus on driving impact and influencing change
  • Experience mentoring other analysts and demonstrated experience of successful, collaborative data partnerships with stakeholders
  • Advanced SQL skills
  • Advanced Proficiency with BI/Visualization tools like Tableau, Superset or Looker
  • Strong proficiency with a scientific computing language (R or Python)
  • Knowledge of statistics

Bonus skills & attributes 🙌

  • 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

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 base salary range for candidates within the San Francisco Bay Area is $191,983 - $223,063. 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 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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