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Intercom is an AI‑driven customer service company that empowers businesses to deliver outstanding customer experiences. Our flagship AI agent, Fin, delivers always‑on, seamless support and can be paired with our Helpdesk to form the Intercom Customer Service Suite.
Opportunity
The Machine Learning team defines new ML features, researches appropriate algorithms, and rapidly prototypes solutions for our customers. The team is product‑centric, working closely with Product and Design to ship prototypes to beta in weeks.
Responsibilities
Identify areas where ML can create value for customers
Frame product problems into ML opportunities
Collaborate with teammates and Product/Design stakeholders
Conduct exploratory data analysis and research
Deeply understand problem domains
Research and identify appropriate algorithms and tools
Balance pragmatism with cutting‑edge innovation when needed
Perform offline evaluation to validate algorithm feasibility
Work with engineers to bring prototypes to production
Plan, measure, and share learnings to drive iteration
Partner closely with the wider team to build excellent ML products
Required Skills
1‑3 years of ML experience, preferably in a fast‑moving environment (academic research experience is acceptable)
Intermediate programming skills with autonomy, edge‑case awareness, and testing proficiency
Strong theoretical foundation in statistics and ML (formal knowledge of LLM internals is a plus)
Scientific mindset: data‑driven decision making and willingness to abandon unproductive ideas
Strong communication skills, able to explain concepts to both technical and non‑technical audiences
Bonus Skills & Attributes
Advanced education in ML or related field (PhD or MSc)
Deep experience in NLP or large language models
Strong data visualisation and wrangling skills
Benefits
Competitive salary and equity in a fast‑growing start‑up
On‑site lunch every weekday, snacks, and a fully stocked kitchen
Regular compensation reviews with performance‑based rewards
Pension scheme with 4% matching
Life assurance and comprehensive health & dental insurance for employees and dependents
Flexible paid time off policy
Paid maternity leave and 6‑week paternity leave for fathers
Cycle‑to‑Work Scheme with secure bike storage
Standard MacBooks; equipment can be adjusted to fit your needs
Policies
Intercom operates a hybrid work model. Employees are expected to be in the office at least three days per week to support collaboration while offering flexibility for remote work.
Intercom values diversity and is committed to equal employment opportunity. We do not discriminate on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, disability, veteran status, genetic information, sexual orientation, gender identity, marital status, or any other protected class.
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Equal Employment Opportunity Statement
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.
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