Senior Data Scientist, Intercom

Growth

Salary not provided

Plus equity

SQL
Python
Tableau
Looker
R
Senior level
Dublin

2+ days a week in office

Intercom

The modern customer communications platform

Be an early applicant

Intercom

The modern customer communications platform

1001+ employees

B2BEnterpriseCommunicationCustomer serviceSaaSAutomation

Be an early applicant

Salary not provided

Plus equity

SQL
Python
Tableau
Looker
R
Senior level
Dublin

2+ days a week in office

1001+ employees

B2BEnterpriseCommunicationCustomer serviceSaaSAutomation

Company mission

Intercom's mission is to make internet business personal.

Role

Who you are

  • 5 + years experience working with data to solve problems and drive evidence-based decisions
  • Excellent SQL skills and good knowledge of statistics
  • Proven track record of initiating and delivering actionable analysis and insights that drives tangible impact with minimal supervision
  • Excellent communication skills (technical and non-technical) and a focus on driving impact
  • Strong growth mindset and sense of ownership. Innate passion and curiosity

Desirable

  • Experience with a scientific computing language (such as R or Python)
  • Experience with BI/Visualization tools like Tableau, Superset and Looker
  • Experience with data modeling and ETL pipelines
  • Experience working with product teams

What the job involves

  • The Research, Analytics & Data Science (RAD) team at Intercom use data and insights to drive evidence based decision-making
  • We're a team of data scientists and product researchers who use data — both big and small — to unlock actionable insights about our customers, our products and our business
  • We generate insights that build customer empathy, drive product strategy and shape products that deliver real value to our customers
  • If you get really excited about asking the right questions, exploring patterns in data and surfacing actionable insights that drive strategic decisions, then this role is for you
  • Data Scientists partnering with our Growth team combine their interest and expertise in the commercial side of the business with their interest in the product to identify opportunities for growth in the business
  • This role will partner across R&D, Sales and Marketing to identify opportunities to drive improvements across the funnel and measure the impact of those initiatives on commercial performance
  • You’ll partner with product and GTM teams to help them identify important questions and answer those questions with data
  • You’ll work closely with product managers, sales and marketing leaders to develop success metrics, set targets, measure results and size opportunities
  • You’ll perform root cause analysis to help uncover the underlying drivers of performance
  • You’ll design, build and update end-to-end data pipelines, working closely with stakeholders to drive the collection of new data and the refinement of existing data sources and tables
  • You’ll partner closely with product researchers to build a holistic understanding of our customers, our products and our business
  • You’ll influence our product and GTM strategy through experimentation, exploratory analysis and quantitative research
  • You’ll build and automate actionable models and dashboards
  • You’ll craft data stories and share your findings and recommendations across R&D, GTM and the broader company
  • You’ll drive and shape core RAD foundations and help us improve how the RAD org operates

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 headshot

Freddie

Company Specialist at Welcome to the Jungle

Insights

Top investors

Some candidates hear
back within 2 weeks

41% female employees

-7% employee growth in 12 months

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 values

  • We're optimistic & positive
  • We obsess about our customers' success
  • We're confident, yet humble
  • We think big and start small
  • We go further together
  • Make every day count

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.


People progressing

Joined as a Manager in Product Analytics. Made it to VP of Research & Data Science after 6 years and 3 promotions

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