Senior Data Scientist AI Tooling

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 lets businesses deliver always-on impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30000 global businesses Intercom is setting the new standard for customer service. Driven by our core values we push boundaries build with speed and intensity and consistently deliver incredible value to our customers.

Whats 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 an entirely new generation of internal tools for our GTM teams. Were 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.

What will I be doing

• 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.

What skills do I need

• Proven track record of applied data science with measurable GTM impact - youve 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 have leveraged 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.

Benefits

We are a well treated bunch with awesome benefits! If theres something important to you thats not on this list talk to us!

• Competitive salary annual bonus and equity
• Regular compensation reviews - we reward great work!
• Generous paid time off above statutory minimum
• Hybrid working
• MacBooks are our standard but we also offer Windows for certain roles when needed.
• Fun events for Intercomrades friends and family!

#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 three 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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