Senior Data Analyst, Support Operations

Communication has changed for people. It’s changed for businesses, too.

Intercom is the only suite of customer messaging products that drives growth at every stage of the customer lifecycle—across acquisition, engagement, and support. Today more than 25,000 businesses use Intercom to connect with a billion people worldwide.

Join the company helping businesses grow revenue through live chat, and so much more.

What's the opportunity? 🤔

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.

What will I be doing? 🚀

• 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

What skills do I need? 📖

• 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

Bonus skills & attributes 🙌

• Direct experience with Intercom and/or SaaS companies preferred

Benefits 😍

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 meaningful equity
• Catered lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Fully funded comprehensive medical, dental, and vision coverage
• Open vacation policy and 10 corporate holidays
• Paid Parental Leave Program
• Commuter benefits + 401k plan
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!

*Proof of eligibility to work in the United States is required.

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.