Overview
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, enables always-on, impeccable customer service and a transformed customer experience.
Fin can be paired with our Helpdesk to form the Intercom Customer Service Suite, offering AI-enhanced support for more complex or high-touch queries that require a human agent.
Founded in **** and trusted by nearly 30,000 global businesses, Intercom sets a new standard for customer service by pushing boundaries, building with speed and intensity, and delivering value to our customers.
What's the opportunity?
The
Research, Analytics & Data Science (RAD)
team turns insight into action.
We uncover customer, product, and business insights and translate them into tools and decision systems embedded directly into GTM workflows.
AI has unlocked a new generation of internal tools for our GTM teams, evolving from static dashboards to LLM and agent-powered workflows that
do
the work: auto-researching accounts, summarizing prior interactions, drafting personalized outreach, flagging renewal risk, and assembling decks and docs — enabling Sales and Success to focus on high-value conversations.
The RAD team partners closely with GTM Systems to define problems, solutions, and measure impact from prototype to production.
This is a high-ownership role for someone who thrives in ambiguity, is energized by solving complex real-world problems, and is motivated by seeing their work translate into tangible business impact.
Responsibilities
Design, evaluate, and ship AI-powered internal tools
for GTM use cases — including account research & summaries, next-best-action recommendations, renewal propensity, pipeline risk detection, QBR/autobrief generation, and post-call summarization & follow-ups.
Work end-to-end
: Own the full lifecycle, from problem definition and data modeling to building production-ready tools, including writing Python backends and React frontends.
Prototype fast, ship to learn
: Rapidly build with users, then productionize quickly to iterate and deliver impact.
Instrument for adoption and outcomes
: Define success through real usage and measurable business impact (e.g., improved win rate, conversion, expansion).
Evangelize and enable
: Document playbooks, run enablement sessions, and help leaders operationalize new tooling across teams.
Qualifications
Proven track record of applied data science with measurable GTM impact — shipped models or tools that moved metrics like conversion, cycle time, or retention.
LLM/ML application experience — familiarity with RAG, prompt and tool design, vector search, evals, and leveraging AI for development.
Excellent SQL skills and fluency in Python or R, with experience applying analytical and statistical methods to business problems.
Experience with orchestration tools (e.g., DBT, Airflow) for deploying reliable data workflows.
Strong communication and empathy — ability to translate complex data concepts for non-technical stakeholders.
Collaborative product mindset — comfort working closely with Sales and Success teams to turn ambiguity into clear deliverables.
Experience with BI/Visualization tools like Tableau, Superset and Looker.
Experience with data modeling and ETL pipelines.
Experience working with product teams.
Experience leveraging AI tools to boost efficiency and creativity across the data science workflow — from ideation and coding to analysis and communication.
Benefits
Competitive salary and equity in a fast-growing start-up
We serve lunch every weekday, plus snacks and a fully stocked kitchen
Comprehensive health and dental insurance for you and your dependents
Open vacation policy and flexible holidays
Paid maternity leave, plus 6 weeks paternity leave for fathers
MacBooks are standard; accommodation for equipment to get the job done
Working arrangement
#LI-Hybrid
Intercom has a hybrid working policy.
We believe that working in person helps us stay connected, collaborate effectively, and maintain a great culture while providing flexibility to work from home.
Employees are expected to be in the office at least three days per week.
Equal Opportunity
Intercom has a radically open and accepting culture and is committed to Equal Employment Opportunity.
Intercom will not discriminate on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally protected characteristic under federal, state, or local law.
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Note
For US locations: a "Metro" selection means you live within 75 miles (straight-line) of the metropolitan city center.
Application eligibility
Selected items and questions related to visa/work eligibility and prior experience have been removed from this refined description to focus on job content and requirements.
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