Machine Learning Researcher

Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform. 

Intercom is leading the market in AI customer service with Fin by Intercom, the most powerful AI customer service agent available, and Helpdesk by Intercom, a fully featured AI enhanced helpdesk for human support.  

Today, more than 25,000 businesses use Intercom’s platform to send millions of messages to millions of customers each month. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. 

Join us to help define and lead the AI revolution for customer service.

About Intercom:

At Intercom, we are building the leading AI for customer service. As we continue to push the boundaries of what’s possible, we are looking for a Machine Learning Researcher to join our innovative team and lead impactful research that shapes the future of AI in customer service.

What's the opportunity? 

As a Machine Learning Researcher at Intercom, you will conduct cutting-edge research and develop AI models that enhance our customer service AI. You will contribute to both product innovation and the wider AI research community.

What will I be doing? 

• Conduct advanced research in LLMs, deep learning, reinforcement learning and other AI areas relevant to customer service and communication.
• Write scientific papers and contribute to top-tier conferences and journals, enhancing Intercom's position in the AI research community.
• Identify and explore emerging research areas, developing long-term strategies to expand the impact of AI in customer service.
• Lead and contribute to the design, implementation, and evaluation of machine learning models and algorithms that improve our products.
• Collaborate with external researchers, universities, and technical institutes to explore new AI technologies.
• Collaborate with cross-functional teams to integrate new AI research into the Intercom platform, impacting millions of users.
• Mentor and influence other researchers, shaping research agendas and helping drive innovation.

What skills do I need? 

• PhD degree in Computer Science, Machine Learning, Artificial Intelligence, or a related field, or equivalent practical experience.
• At least 3 years (OR 5-7 YoE) of experience leading research agendas in academia or industry.
• A proven track record of writing scientific publications submitted to conferences, journals, or public repositories.
• Proven track record of scientific publications in ML, NLP, or AI-related fields.
• Expertise in key ML areas such as reinforcement learning, unsupervised learning, deep learning, and NLP.
• Proficiency in coding, with experience in Python, TensorFlow, or PyTorch for implementing machine learning models.

Bonus skills & attributes 

• Experience with the full research lifecycle: from designing experiments and prototypes to evaluating models and deploying solutions.
• Experience leading research efforts and influencing other researchers to drive innovation and collaboration.
• Strong familiarity with AI techniques such as reinforcement learning, unsupervised learning, and generative models.
• Ability to communicate complex ideas clearly, both in written publications and presentations, to a wide audience, including researchers, engineers, and product teams.
• Hands-on coding experience in machine learning, with a focus on deep learning or NLP.

Why Intercom?

• Work on high-impact projects in a rapidly growing field of AI, where your work will directly impact millions of businesses and their customers.
• Join a talented and diverse team passionate about using AI to solve real-world problems.
• Thrive in a flexible, collaborative, and innovative environment where you’ll have the autonomy to pursue new ideas and research.
• Competitive salary, equity, and benefits, along with opportunities for professional growth and development

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-up

• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen

• Regular 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 dependents

• Flexible paid time off policy

• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones

• If 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’re happy to get you whatever equipment helps you get your job done

• Relocation support for those moving to our offices

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.

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