Intercom aims to help businesses provide incredible customer experiences using its AI Customer Service Suite, particularly by deploying its AI agent Fin. The company seeks to scale customer support for strategic clients and shape the future of AI customer service through data-driven insights.
Requirements
- Proven ability to apply data science in real-world business contexts to drive measurable outcomes.
- Strong collaboration mindset; skilled at working across Sales, Success, Product, and Engineering.
- High adaptability and ownership: able to shift between deep technical analysis and high-level strategic framing.
- Excellent SQL skills and fluency in Python/R, with experience applying analytical and statistical methods to business problems.
- Experience with AI/ML evaluation, LLM-driven applications, or conversational AI.
Responsibilities
- Drive the adoption of Fin by helping customers automate and scale their support operations.
- Embed with strategic customers to understand their support workflows, data, and business challenges — to identify and implement opportunities where AI can deliver measurable impact.
- Steer customers toward best practices in measurement and AI adoption to realize the full value of Fin.
- Partner closely with Sales, Success, and Product to deliver seamless customer experiences and successful deployments, and to create feedback loops that shape product development.
- Use AI to prototype, test, and scale data-driven solutions, building tools that make us faster and more effective in driving Fin adoption and customer impact.
Other
- Excellent communication skills, both technical and non-technical.
- Willing to travel and work on-site with customers to build deep relationships and uncover insights firsthand.
- Proof of eligibility to work in the United States is required.
- Hybrid working policy: employees are expected to be in the office at least three days per week.
- Flexible paid time off policy.
