Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.
Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike. Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way.
What's the opportunity?
Intercom’s Machine Learning team is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands. We are an extremely product-focused team that works in partnership with Product and Design functions of teams we support.
What will I be doing?
1. Identify areas where ML can create value for our customers
2. Identify the right ML framing of product problems
3. Collaborate with teammates and Product and Design stakeholders
4. Conduct exploratory data analysis and research
5. Deeply understand the problem area
6. Research and identify the right algorithms and tools
7. Perform offline evaluation to gather evidence an algorithm will work
8. Work with engineers to bring prototypes to production
9. Plan, measure & socialize learnings to inform iteration
10. Partner with the rest of the team to build excellent ML products
What skills might I need?
* 1-3 years of ML experience. Ideally, in a fast-moving environment, but research experience is also acceptable.
* Intermediate programming skills. You should be comfortable with writing code autonomously.
* Solid theoretical foundation in stats and ML. Familiarity with classification, regression, and evaluation of ML models is expected.
* Scientific mindset. You're critical and rely on data when making judgements.
* Strong communication skills. Ability to communicate technical concepts to both technical and non-technical audiences.
* Advanced education in ML or related field (e.g. PhD or MSc)
* Deep experience in NLP or LLMs
* Strong visualisation and data wrangling skills
We offer competitive salaries, equity, and a range of benefits including health insurance, flexible holidays, and a supportive work environment. We are committed to diversity and inclusion and follow a policy of Equal Employment Opportunity.
Intercom has a hybrid working policy, expecting employees to be in the office at least two days per week.
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