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 to build excellent ML products
What skills might I need?
* 1-3 years of ML experience in a fast-moving environment or on complex problems in research (e.g. as a postdoc or a research assistant, or even in your PhD)
* Intermediate programming skills and comfort with writing code autonomously
* Solid theoretical foundation in stats and ML including classification, regression, and evaluation of ML models
* Scientific mindset relying on data and evidence when making judgements
* Strong communication skills for technical and less 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 salary and equity, lunch every weekday, comprehensive health and dental insurance, open vacation policy, paid maternity and paternity leave, and a Cycle-to-Work Scheme. We are committed to an inclusive and diverse work environment.
Intercom has a hybrid working policy, expecting employees to be in the office at least two days per week. We maintain a radically open and accepting culture, focusing on achieving our goals and uniting the company through our core values.
Intercom values diversity and is committed to Equal Employment Opportunity, not discriminating based on any legally recognized protected basis.
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