HR Business Partner

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? 

This is an exciting HR Business Partner opportunity to act as a trusted advisor to managers and leaders, providing strategic guidance while delivering high-quality HR programs and initiatives.   

AI is redefining how businesses operate and how people teams can drive impact. We’re looking for an ambitious and curious HR Business Partner who thrives in this kind of environment: someone who thinks big, leans into change, and sees AI not as a disruptor but as an accelerator for better, faster, smarter work. You’ll bring confidence and ambition to the table.  You’ll be willing to take bold bets, move quickly, and back yourself and your partners to deliver. We value people who love to work hard, learn constantly, and consistently ship great outcomes.

You’ll balance day-to-day problem-solving with longer-term planning, ensuring that our people's strategies align with business goals. Reporting to the Senior Director, People you’ll work across multiple functions, collaborating closely with COEs.

What will I be doing? 

• Act as a trusted partner to managers and leaders, turning business goals into people strategies like performance management, employee relations, compensation, and retention initiatives.
• Use data, insights, and market trends to guide talent and organizational decisions.
• Translate business needs and goals into personal and team actions.
• Coach leaders and people managers to proactively manage employees and provide advice and guidance on varying employee topics and issues.
• Provide guidance on team design, role clarity, and succession planning.
• Drive rollout of People initiatives (e.g., performance management, compensation, engagement) within business groups.
• Provide feedback and recommendations to the development and execution of People Programs, supporting employee and manager enablement needs as needed.
• Offer timely, compliant, and solutions-focused advice on employee relations matters.
• Leverage data points to shape retention and key talent strategies.
• Build strong cross-functional partnerships to align solutions and share best practices across the organization.

What skills do I need?  

• Minimum 5+ years in a people org role, and at least 3+ years experience in a business partner function, preferably in a tech start-up environment.
• Deep commercial understanding and a willingness to share your experience and perspective.
• Ability to take business goals/priorities and translate them into initiatives.
• Consultative approach to strategic partnership.
• Able to combine great people intuition, data, business judgment and discretion in your decision-making.
• AI curious - open minded mindset leaning into the opportunities and challenges presented 
• Proven experience handling complex and sensitive employee relations matters with sound judgment and discretion.
• Experience providing business partnership and support to a varied group of managers and leaders in a matrixed environment.
• Excellent communication skills (written, verbal, presentation, and interpersonal), the ability to handle multiple projects and competing priorities and adapt to a fluid, high-growth environment.
• Strong knowledge of 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.
• Alignment to Intercom’s core values.
• Values and respects confidentiality.
• Excellent attention to detail and organizational skills.

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 also offer Windows for certain roles when needed.

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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