Senior Business Intelligence Analyst, Intercom
Offers equity
The modern customer communications platform
Job no longer available
The modern customer communications platform
1001+ employees
Job no longer available
Offers equity
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- At least 5 years of experience in Analytics, Sales or Support Operations, or relevant Strategy/BizOps experience in a technology company
- Strong data modeling & analytical skills, and appreciation for solving complex, unstructured problems
- Able to work with a high degree of autonomy, particularly within a global setting
- Strong communication skills, including experience effectively communicating with senior management
- Strong proficiency with SQL and Tableau; experience with Tableau is critical for success in-role
- Familiarity with tools like Google Sheets and Salesforce is a plus
- Willing to work in a highly demanding and results-oriented team environment
What the job involves
- As a Senior Analyst on the Customer Support Operations team, you will work closely with other analysts and senior leadership to level up our reporting activities across Customer Support
- An expert in Tableau and SQL, your contributions will enable members of the team to access critical information and pace against our most important metrics, easily
- You’ll also partner with your manager and other data teams to continuously sharpen your skills and grow as an analyst
- We’re looking for a proactive, independent thinker with deep analytical skills, coupled with the ability to work in a structured manner to thrive in ambiguity
- You are not afraid to roll up your sleeves, dig into massive sets of information, and create solutions to problems that have never been tackled before
- Design and deliver a robust suite of reports that tell stories about the performance of the support organization on a daily, weekly, and quarterly basis
- Leverage expertise in Tableau to build robust, easy to understand visualizations that share key information in a tabular format
- Use SQL skills to level up and maintain our data sources, ensuring they are serving their intended purpose without creating an unnecessary strain on Intercom's underlying data infrastructure
- Work with peers and other data teams to level up best practices (e.g, pressure-testing queries)
- Support quarter-end reporting and associated reporting milestones (e.g, QBRs)
- Develop strong collaborative relationships with stakeholders in Support, Finance, Marketing, and other teams across the company
Our take
If you've ever seen a chat pop up on a business' website, it was probably provided by Intercom. Though ubiquitous now, it used to be a major challenge for companies to communicate swiftly with their customers. Intercom's Messenger allows a company to instantly reach out with human or automated support, improving customer service and greatly increasing conversion rates for sales.
While the Messenger is its most visible product, Intercom provides a service similar to Salesforce, as an advanced customer relationship management system. However, Intercom doesn't see Salesforce as a major rival, as Intercom specialises in the online market while Salesforce is more suited for traditional retail. Intercom is used by more than 25,000 businesses including Amazon, Meta and Atlassian, and reaches an estimated 600 million end users monthly.
Intercom has primarily served the US and Irish markets but has been expanding its presence globally in recent years. Despite having a commanding market position, it is continuing to develop its product, most recently delivering a major functionality upgrade to its Messenger software, greatly increasing its ability to carry out ticketed support requests.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Mar 2018
$125m
SERIES D
Apr 2016
$50m
SERIES C
Total funding: $240.8m
Company benefits
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Generous public transport allowance for commuting
- Wellness programme that allows you to expense gym and other sports activities up to £90 quarterly
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- Open vacation policy and flexible holidays so you can take time off when you need
- Work from home opportunities
- Health insurance
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Regular compensation reviews - we reward great work
- MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
Company HQ
Financial District, San Francisco, CA
Leadership
Eoghan McCabe
(Co-Founder & CEO)Previously CEO of Contrast and Exceptional. Is also the Chairman of Intercom.
Des Traynor
(Co-founder & CSO)Previously worked in software development and is an expert in User Experience (has lectured on the topic and was UX Lead at Contrast)
Ciaran Lee
(Co-founder)Previously Lead Engineer at RateMyArea.com and CTO of Exceptional. Was Intercom's CTO until 2021.
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