Senior Researcher

Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform. 

Intercom is leading the market in AI customer service with Fin by Intercom, the most powerful AI customer service agent available, and Helpdesk by Intercom, a fully featured AI enhanced helpdesk for human support.  

Today, more than 25,000 businesses use Intercom’s platform to send millions of messages to millions of customers each month. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. 

Join us to help define and lead the AI revolution for customer service.

The Research, Analytics & Data Science (RAD!) team at Intercom exists to build, enable and share a deep holistic understanding of our customers, their needs, and their product behaviours, using research and data science.

As a team of data scientists and product researchers, our mission is to drive effective  evidence-based decisions through research and data science. We use data, both big and small, to unlock actionable insights about our customers, our products and our business. Our holistic understanding of our customers, their needs and their product behaviours is ingrained and used across the whole company to drive tangible improvements for our customers.

Team RAD works on the most impactful initiatives that meaningfully move the needle for our products, customers and business. RAD includes an established and respected team of researchers. This role will be largely focused on the top of our customer funnel, exploring levers to drive new customers into our product. 

We’re looking to hire a Senior Researcher who will partner closely with Intercom’s growth and web team to generate insights that support our growth strategy.  

• You’ll work closely with a team of product managers, designers, marketers, and data scientists to drive quality outcomes for our customers and prospects. 
• You’ll execute research studies from end to end. 
• You’ll develop an independent, evidence-based perspective on the biggest and most impactful opportunities to improve Intercom’s growth outcomes.
• You’ll craft insights stories, share your findings and advocate for your recommendations across R&D
• You’ll collaborate closely with data scientists and product analysts to generate holistic perspectives on insights.
• You’ll be part of a talented, respected team of researchers and data scientists and an ambassador for UX research across the company.

• 5+ years experience working with research to solve problems and drive evidence-based decisions.
• Demonstrated ability to develop and execute stategic programs of research, incorporating both qualitative and quantitative methods. 
• Demonstrated ability to influence and guide strategy with insights.
• Excellent communication skills and a focus on driving impact.
• Strong growth mindset and sense of ownership. Innate passion and curiosity.

• Experience working on a B2B SaaS product
• Experience partnering with Data Science teams 
• Experience working with growth teams. 
• Experience using market research methodologies. 

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
• Flexible 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

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.

Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.