Senior Support Operations Analyst

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, Intercom is bringing AI features to market before anyone else. 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 problemsAble to work with a high degree of autonomy, particularly within a global settingStrong communication skills, including experience effectively communicating with senior managementStrong proficiency with SQL and Tableau; experience with Tableau is critical for success in-roleFamiliarity with tools like Google Sheets and Salesforce is a plusWilling to work in a highly demanding and results-oriented team environment 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 equity in a fast-growing start-upWe serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchenRegular compensation reviews - we reward great work!Pension scheme & match up to 4%Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependentsOpen vacation policy and flexible holidays so you can take time off when you need itPaid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved onesIf you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too MacBooks are our standard, but we also offer Windows for certain roles when needed. Policies 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. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. 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 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.