Sales Operations Analyst

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? 

We’re looking for an analytical and detail-oriented Sales Operations Analyst to join our growing Revenue Operations team. Our departmental mission is to empower Intercom’s go to market teams with the systems, insights, and strategies that drive predictable revenue growth and create exceptional customer experiences.

In this role, you’ll support our rapidly evolving global sales organization by optimizing processes, managing our CRM system, and leveraging data to drive strategic business decisions. You’ll be a key cross-functional partner, collaborating closely with Sales, Customer Success, Business Systems, and Sales Enablement to ensure efficiency across the entire revenue cycle. Your contributions will directly enhance the effectiveness of our sales engine, ultimately contributing to a seamless and positive experience for our customers and fueling significant company growth. Your role is pivotal in designing scalable solutions to address the challenges and opportunities that come with the dynamic nature of our fast-growing company.

What will I be doing? 

• Enhance our Salesforce instance: You’ll maintain and lead the redesign of our Salesforce case intake queue where you’ll be developing comprehensive documentation and content to streamline support for our sales team.
• Be a trusted advisor: Learn day-to-day sales operations, providing critical insights and support to our sales organization.
• Forge strong partnerships: Collaborate with key stakeholders across Sales, Customer Success, Business Systems, Sales Enablement, and Revenue Operations to drive alignment and execution.
• Optimize sales onboarding: Manage and continuously improve the onboarding experience for new Sales Reps, setting them up for immediate success.
• Boost sales productivity: Partner with Sales Enablement to track, analyze, and significantly improve sales productivity and onboarding efforts.
• Refine sales strategies: Drive improvements to our Sales Rules of Engagement, leveraging stakeholder feedback and your own data-driven insights to optimize performance.
• Innovate with AI: Identify opportunities to leverage AI to enhance existing processes, and optimize relevant content and prompts for our internal AI content repository.
• Deliver actionable insights: Assist with designing and maintaining sales reporting dashboards in Salesforce and other analytical tools that provide leadership with clear, actionable insights to inform business strategies.
• Shape the future: While initially focused on process improvement, this role offers significant growth potential, including opportunities to contribute to sales forecasting and broader business strategy initiatives.

What skills do I need? 

• 0-2 years experience in an Operations or similar role, preferably in a SaaS or AI environment.
• Strong problem solving & analytical skills, with a genuine passion for tackling complex, unstructured challenges.
• Strong communication and interpersonal skills
• Proficiency in Microsoft Excel/Google Sheets is essential.
• Understanding of sales systems and related tools, particularly Salesforce.com.
• A highly results-oriented mindset and the ability to thrive in a demanding, fast-paced team environment.
• Bachelor’s degree.

Bonus skills & attributes 

• Experience with visualization tools (e.g., Tableau) or SQL
• Exposure to an enterprise AI search tool like Glean
• Prior work in high-growth, performance-focused environments.

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!
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!

*Proof of eligibility to work in the United States is required.

The base salary range for candidates within the San Francisco Bay Area is $81,000-$96,750. 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). 

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.

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