Description
Fin, now part of Salesforce, is on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey, from service, to sales, to ecommerce.
The Research, Analytics & Data Science (RAD) team at Intercom uses data and insights to drive evidence-based decision-making. As a Forward Deployed Data Scientist, you'll embed with customers to build Enterprise-grade Fin deployments. You'll play a pivotal role in transforming how our most strategic customers scale customer support , working closely with them and our go-to-market teams to design, build, and implement data-driven solutions that unlock measurable impact.
Responsibilities:
- Drive the adoption of Fin by helping customers automate and scale their support operations.
- Embed with strategic customers to understand their support workflows, data, and business challenges , to identify and implement opportunities where AI can deliver measurable impact.
- Steer customers toward best practices in measurement and AI adoption to realize the full value of Fin.
- Partner closely with Sales, Success, and Product to deliver seamless customer experiences and successful deployments, and to create feedback loops that shape product development.
- Use AI to prototype, test, and scale data-driven solutions, building tools that make us faster and more effective in driving Fin adoption and customer impact.
Requirements:
- Proven ability to apply data science in real-world business contexts to drive measurable outcomes.
- Strong collaboration mindset; skilled at working across Sales, Success, Product, and Engineering.
- High adaptability and ownership: able to shift between deep technical analysis and high-level strategic framing.
- Excellent communication skills, both technical and non-technical.
- Rapid prototyping with systems thinking: you know when a customer needs a fast, bespoke answer, and when to build something others will keep using.
- Excellent SQL and production-aware Python, you write code other people can run, not just code that runs once and are experienced applying analytical and statistical methods to real business problems.
- Experience with AI/ML evaluation, LLM-driven applications, or conversational AI.
- Willing to travel and work on-site with customers to build deep relationships and uncover insights firsthand.