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.
Benefits
At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements.