Senior Data Scientist - AI Tooling

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.

Speed is something we fight for every day at Intercom, and we believe Berlin is built for people who share that instinct. We are drawn to Berlin by its rare blend of deep technical talent and rich creative culture – all within a vibrant, globally connected city that’s close to our R&D hubs in Dublin and London. It’s a place where the best of the best technical talent thrive, and where people from around the world are eager to relocate and build ambitious products.

Our ambition is to hire 100 people in Berlin over the year ahead across engineering, AI, data science, product, and design. We believe this is the most exciting time to join, be the founding R&D talent in the region and make a lasting impact as we build the world's number one customer agent!

What's the opportunity?

The Research, Analytics & Data Science (RAD) team turns insight into action. We uncover customer, product, and business insights and translate them into tools and decision systems embedded directly into GTM workflows.

AI has unlocked an entirely new generation of internal tools for our GTM teams. We’re evolving from static dashboards to LLM and agent‑powered workflows that do the work: auto‑researching accounts, summarizing prior interactions, drafting personalized outreach, flagging renewal risk, and assembling decks and docs - enabling Sales and Success to focus on high‑value conversations.

The RAD team partners closely with GTM Systems to define problems, solutions, and measure impact - from prototype to production.

This is a high‑ownership role for someone who thrives in ambiguity, is energized by solving complex real‑world problems, and is motivated by seeing their work translate into tangible business impact.

What will I be doing?

• Design, evaluate, and ship AI‑powered internal tools for GTM use cases - including account research & summaries, next‑best‑action recommendations, renewal propensity, pipeline risk detection, QBR/autobrief generation, and post‑call summarization & follow‑ups.
• Work end‑to‑end: Own the full lifecycle, from problem definition and data modeling to building production‑ready tools, including writing Python backends and React frontends.
• Prototype fast, ship to learn: Rapidly build with users, then productionize quickly to iterate and deliver impact.
• Instrument for adoption and outcomes: Define success through real usage and measurable business impact (e.g., improved win rate, conversion, expansion).
• Evangelize and enable: Document playbooks, run enablement sessions, and help leaders operationalize new tooling across teams.

What skills do I need?

• Proven track record of applied data science with measurable GTM impact - you’ve shipped models or tools that moved metrics like conversion, cycle time, or retention.
• LLM/ML application experience - familiarity with RAG, prompt and tool design, vector search, evals and have leveraged AI for development.
• Excellent SQL skills and fluency in Python or R, with experience applying analytical and statistical methods to business problems.
• Experience with orchestration tools (e.g., DBT, Airflow) for deploying reliable data workflows.
• Strong communication and empathy - ability to translate complex data concepts for non‑technical stakeholders.
• Collaborative product mindset - comfort working closely with Sales and Success teams to turn ambiguity into clear deliverables.

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, annual bonus and equity
• Generous paid time off above statutory minimum
• MacBooks are our standard, but we also offer Windows for certain roles when needed.
• Fun events for Intercomrades, friends, and family!

Intercom has a hybrid working policy. We expect employees to be in the office at least three days per week.

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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