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People Operations Generalist

San Francisco, California

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? 

The People Operations, Generalist is a key member of the People Operations team in helping support a great employee experience, guided by deep alignment to our Company values:

  • Success First: As a People Operations Generalist, your primary focus is to contribute to the success of the organization by ensuring a positive and efficient employee experience. 
  • Incredibly High Standards: Uphold incredibly high standards in HR practices and processes to maintain excellence in supporting the employee lifecycle, benefits administration, leaves management, employee relations and business partnership.
  • Open-Mindedness: Embrace open-mindedness in evaluating and improving HR practices, staying open to new ideas and best practices to enhance the overall employee experience.
  • Impatience: Harness a sense of impatience to drive urgency in improving HR processes and programs, constantly seeking ways to enhance the employee experience.
  • Resilience: Demonstrate resilience in managing sensitive employee relations matters and navigating challenges in the HR landscape effectively.
  • Positive and Optimistic: Approach your role with a positive and optimistic attitude, fostering a supportive and engaging work environment for employees.

What will I be doing? 

  • Be an operationally focused and commercially minded Generalist, supporting managers and employees on executing matters related to personnel transactions. 
  • Conduct and support the new hire onboarding and offboarding experiences and programs, looking for ways to enhance and personalize it. 
  • Partner with the People Ops team to evaluate and improve processes and programs around employee lifecycle and benefits.
  • Manage US leave of absence administration supporting employee requests, relevant vendor and government forms and calculations.
  • Oversee accommodation and ergonomic assessment requests and partner with HRBPs and Total Rewards to address sensitive cases. 
  • Conduct offboarding and exit processes, including managing sensitive exits and preparing separation agreements, always seeking to improve processes that ensure compliance.
  • Keeping up to date on employment law and current best practices to help better facilitate the employee experience.
  • Partner closely with People Systems in order to introduce Workday improvements, investigate issues and implement solutions.
  • Support the US payroll, benefits and leaves programs but with opportunity and scope to lean into our global processes.
  • Manage and oversee Intercom’s global Consultant Management Program in partnership with Procurement and Legal.
  • Oversee systems quality control and internal audits. Partner with Finance, Legal, Security and Recruiting Operations teams to understand requirements and lead the annual SOC2/ISO People team deliverables.
  • Drive People Operations projects and oversee US People Operations programs ensuring operational efficiencies are in place and a positive employee experience throughout the employee lifecycle.
  • Develop and produce reports as required leveraging Workday and Ms. Excel.
  • Support complex onboardings, ranging from Employer of Record hires, conversions, inter-office transfers, executive hires, re-hires, etc.
  • Other projects as needed.

What skills do I need? 

  • A minimum of 4+ years experience in a Human Resources/People Operations function, preferably in a tech start-up environment.  
  • Experience handling sensitive employee relations matters.
  • Experience managing accommodation requests and administrating U.S. leaves and carrying out leave calculations.   
  • Able to combine great people's intuition, business judgment and discretion in your decision-making. 
  • Experience providing business partnership and support to a diverse group of managers.  
  • Demonstrable experience of cross collaboration and partnership with key internal stakeholders such as HRBPs, Legal, Finance, IT etc. 
  • Successful track record of implementing HR processes, employee resourcing,  performance management and change management. 
  • Excellent communication skills (written, verbal, presentation, and interpersonal), exemplary client service skills, the ability to handle multiple projects and competing priorities and adapt to a fluid, high-growth environment
  • Strong knowledge of local HR compliance regulations, employment laws, and industry best practices. 
  • Team player with a sense of ownership and “get things done” attitude - self-motivated and able to thrive in a fast-paced and self-directed environment. 
  • Deep comfort level with technical systems and software, experience with Workday. Experience working in an environment with Workday integrations in place and previous experience with Workday reporting is highly desirable. 
  • Values and respects confidentiality. 
  • Excellent attention to detail and organizational skills. 
  • Bachelor degree or equivalent from an accredited university, preferred. 

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 124,200 - 158,700. 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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