About the job
Intercom, a leading AI Customer Service company, is dedicated to empowering businesses to deliver outstanding customer experiences.
Our AI agent, Fin, is recognized as the most sophisticated customer service AI on the market, enabling businesses to provide seamless, round-the-clock customer support, ultimately enhancing their customer interactions. Fin can also integrate with our Helpdesk, forming the Intercom Customer Service Suite—a comprehensive solution that offers AI-enhanced support for complex or high-touch queries requiring human intervention.
Since our inception in 2011, we have gained the trust of nearly 30,000 global businesses, setting a new benchmark for customer service. Guided by our core values, we continuously strive to innovate, operate with urgency, and deliver exceptional value to our clients.
What’s the opportunity?
The Research, Analytics & Data Science (RAD!) team at Intercom is committed to building, enabling, and disseminating a profound understanding of our customers, their needs, and product behaviors through research and data science.
As a collaborative team of data scientists and product researchers, our goal is to facilitate informed, evidence-based decisions across Intercom. We harness both large and small data sets to unlock actionable insights that shape our product strategy, go-to-market execution, and overall business health.
We’re on the lookout for a Senior Researcher to lead and enhance Intercom’s Voice of Customer program. This initiative intersects customer insights, product-market alignment, sales efficacy, and competitive intelligence. You will develop a clear, repeatable understanding of why we succeed, why we face challenges, the friction points within our customer base, and the strategic actions the business should take.
The RAD team works on impactful projects that significantly benefit our customers and our organization. In this position, you will spearhead a highly collaborative research process, from identifying themes and conducting in-depth analysis to synthesizing insights that drive decision-making, prioritization, and strategic direction.
We welcome applications from candidates at the senior level for this role.

