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. Intercom is also the most innovative and fastest improving product on the market, shipping over 200 product improvements every year.
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, working in partnership with Product and Design functions. Our team's dedicated ML product engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test.
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. Work 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. Be pragmatic, but innovate right to the cutting-edge when needed
8. Perform offline evaluation to gather evidence an algorithm will work
9. Work with engineers to bring prototypes to production
10. Plan, measure & socialize learnings to inform iteration
11. Partner deeply with the rest of the team and others to build excellent ML products
What skills might I need?
* 1-3 years of ML experience. Ideally, in a fast-moving environment (like Intercom), but it's also fine if you worked on interesting and complex problems in research (e.g. as a postdoc or a research assistant, or even in your PhD)
* Intermediate programming skills. You should be comfortable with writing code (mostly) autonomously, considering edge cases and knowing how to test your work
* Solid theoretical foundation in stats and ML. Familiarity with classification and regression, as well as testing of statistical hypotheses and evaluation of ML models is essential
* Scientific mindset. You're naturally critical and rely on data and evidence when making judgements
* Strong communication skills. You will communicate with engineering teams and occasionally with less technical individuals
* 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 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 equity in a fast-growing start-up
We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Open vacation policy and flexible holidays so you can take time off when you need it
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme with secure bike storage
MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organisation. We're committed to an inclusive and diverse Intercom!
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.
We have a radically open and accepting culture at Intercom. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
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 any legally recognized protected basis under federal, state, or local law.
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