Job Description
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
What's the opportunity?
As part of the GTM Analytics team, you will be the data partner for Intercom's Mindshare function — the team responsible for building brand awareness, shaping market perception, and creating early engagement with target buyers. This role focuses on the top of the funnel: understanding how brand marketing, executive programs, experimentation, and upper funnel initiatives drive awareness, reach, and engagement before prospects ever enter a sales cycle. You will partner with Brand Marketing, Executive Programs, and GTM leadership to measure what's resonating, design experiments, and surface the insights that inform how Intercom shows up in the market.
What will I be doing?
- Top of Funnel Insights: Own reporting and analysis for upper funnel programs — measuring reach, awareness, engagement, and early-stage interest across brand marketing, content, and executive outreach initiatives.
- Brand Marketing Measurement: Develop frameworks to assess brand campaign effectiveness — tracking how brand investments translate into audience reach, mindshare, and downstream consideration.
- Executive Programs Analytics: Measure the impact of executive dinners, outreach programs, and high-touch engagement — understanding which accounts are being reached, how they engage, and what signals emerge.
- Experimentation: Design and analyze experiments across Mindshare programs — helping the team test messaging, channels, formats, and targeting to learn what drives awareness and engagement most effectively.
- Audience & Reach Analysis: Analyze who Intercom is reaching across Mindshare initiatives — segmenting by ICP, account tier, persona, and geography to ensure programs connect with the right buyers.
- Cross-Functional Collaboration: Partner with Brand Marketing, Executive Programs, Demand Gen, and Sales to translate qualitative program goals into measurable outcomes and share learnings across teams.
What skills do I need?
- 5–8 years of experience in analytics, marketing analytics, brand analytics, or a related field
- Strong understanding of top-of-funnel and brand metrics — awareness, reach, engagement, consideration, and audience composition
- Experience designing and analyzing experiments (A/B tests, holdout groups, incrementality measurement)
- Strong SQL skills; experience with data modeling tools (e.g., dbt) is a plus
- Experience with BI and visualization tools (e.g., Tableau, Looker, Streamlit)
- Comfort working with qualitative and quantitative data — not everything at the top of funnel has a clean conversion metric
- Proven ability to partner with marketing and executive stakeholders, framing ambiguous questions into structured analyses
- Clear communication skills — able to translate analytical findings into narratives that inform creative and strategic decision
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 meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for employees, friends, and family!
The base salary range for candidates within the Greater Chicago Area is $168,100 - $200,810. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
#LI-Hybrid
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 three 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.