Join Our Team as a Senior Business Intelligence Analyst at Intercom

At Intercom, we are pioneering AI-first Customer Service, transforming interactions worldwide by enhancing customer experiences, boosting operational efficiency, and adapting effortlessly to business growth. Our cutting-edge platform not only leads in innovation but also excels by integrating more than 200 groundbreaking features annually. Are you ready to be a part of this dynamic team?

What's Your Role?

As a Senior Business Intelligence Analyst within our Customer Support Operations team, you'll collaborate with analysts and senior leaders to elevate our reporting capabilities, focusing on critical Customer Support metrics. With your expert skills in Tableau and SQL, you'll facilitate easy access to essential data, helping us measure our success and impact efficiently.

This role demands a proactive and independent thinker with deep analytical prowess and the versatility to handle complex, unstructured challenges. If you're eager to dive deep into data and craft innovative solutions, we want you on our team!

Main Responsibilities

• Design and deliver a comprehensive range of reports that detail the performance of our support operations on multiple time scales.
• Create impactful, easy-to-understand Tableau visualizations that efficiently communicate key data points.
• Maintain and enhance our SQL databases to optimize performance without overloading our data infrastructure.
• Collaborate across teams to refine best practices and contribute to crucial reporting periods like quarter-ends and QBRs.
• Develop and sustain strong relationships with key stakeholders across Support, Finance, Marketing, and other departments.

Who Are We Looking For?

Our ideal candidate will have:

• A minimum of 5 years' experience in Analytics, Sales/Support Operations, or Strategy/BizOps within a tech-focused environment.
• High proficiency in SQL and Tableau, with a proven track record of leveraging these tools to solve business problems.
• The ability to function autonomously in a global context and communicate effectively with senior management.
• Experience with Google Sheets and Salesforce is advantageous but not required.

Perks and Benefits

We offer a vibrant work environment loaded with incredible perks:

• Competitive salary and equity options in a fast-growing startup.
• Daily lunches, snacks, and a well-stocked kitchen.
• Regular salary reviews, a pension scheme with up to 4% match, and extensive insurance policies.
• Generous vacation policies and flexible holidays.
• Inclusive parental leave policies and support for cycling commuters.
• Hybrid working options balancing in-office collaboration with the flexibility of remote work.

Our Commitment to Diversity

Intercom is dedicated to maintaining a diverse and inclusive environment, ensuring equality in employment for all persons regardless of race, color, religion, sex, national origin, and more, in accordance with federal, state, and local laws.

Interested in another position not listed here? Join our Talent Community to keep in touch!

Ready to revolutionize customer service with your data skills at Intercom? Apply today to become a Senior Business Intelligence Analyst!