Full-Time

Senior HR Business Partner

Posted on 8/15/2025

Intercom

Intercom

1,001-5,000 employees

AI-powered omnichannel customer support platform

Compensation Overview

$168.3k - $215.1k/yr

+ Corporate Bonus Program + RSUs

San Francisco, CA, USA

Hybrid

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Category
People & HR (1)
Requirements
  • 8+ years of experience in complex human resources roles, including at least 6 years as a human resources business partner.
  • Experience in the technology start-up environment as a business partner, specifically supporting leaders in go-to-market and general and administrative organizations.
  • Ability to partner with and influence multi-layered senior leadership on highly complex, commercially-critical talent and people strategies.
  • Extensive knowledge of the United States talent market, talent networks, talent attraction strategies, and industry best practices within the region.
  • Ability to translate business goals and priorities into impactful people-related initiatives and align HR strategies with organizational objectives.
  • A consultative mindset with the ability to build empathetic and respectful relationships at all levels.
  • Experience in conflict resolution and management in complex and matrixed environments.
  • Track record of influencing senior leaders, implementing HR processes, and driving change management.
  • Exceptional communication skills across various channels and strong client service abilities.
  • A sense of ownership and strong teamwork; self-motivated and able to thrive in a fast-paced, self-directed environment.
Responsibilities
  • Partner with go-to-market functional subunits and general and administrative leaders to design and execute people strategies that enable business success.
  • Lead strategic planning around organizational design, workforce planning, talent development, and succession.
  • Serve as a trusted advisor to senior leadership—influencing decisions through data, insight, and business acumen.
  • Drive execution of core People programs including performance management, compensation, engagement, and retention.
  • Provide expert guidance on complex employee relations matters, ensuring balanced, compliant, and people-centered outcomes.
  • Use people analytics and market data to inform talent and organizational decisions.
  • Coach and develop managers to strengthen leadership capability and foster high-performing teams.
  • Partner cross-functionally with Centers of Excellence in Talent Acquisition, Total Rewards, and Programs to design scalable solutions.
  • Represent go-to-market and general and administrative perspectives in company-wide People initiatives and organizational-level planning.
  • Support change management efforts, driving communication, adoption, and alignment.

Intercom offers a cloud-based customer service and engagement platform for businesses. It uses an AI agent named Fin with an agent workspace and helpdesk to handle queries across chat, email, and social channels in 45+ languages; Fin uses a company’s knowledge base to autonomously answer questions and assist with service and sales, while the helpdesk provides an omnichannel inbox, ticketing, Copilot-guided live support, workflow automation, and reporting. It differentiates itself by combining AI automation with human-support tools in one platform for a wide range of B2B customers. Its goal is to improve the efficiency and quality of customer conversations across channels, supporting both support and sales.

Company Size

1,001-5,000

Company Stage

Debt Financing

Total Funding

$590.8M

Headquarters

San Francisco, California

Founded

2011

Simplify Jobs

Simplify's Take

What believers are saying

  • Usage-based Fin pricing ties revenue directly to customer outcomes and ROI.
  • More than 45-language support expands appeal for multinational customer support teams.
  • Large installed base creates strong upsell opportunities for Copilot and automation.

What critics are saying

  • Salesforce Service Cloud bundling will pressure Intercom’s seat pricing within 12 months.
  • Zendesk’s cheaper AI deflection wins cost-sensitive mid-market customers and replacement deals.
  • Usage-based Fin fees trigger bill shock, slowing expansion and causing downgrades.

What makes Intercom unique

  • Fin is natively integrated, unifying AI agent, helpdesk, and proactive support.
  • Intercom serves over 25,000 organizations, including Atlassian, Amazon, and Lyft Business.
  • May 2026 rebrand to Fin sharpens product identity around AI customer service.

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People at Intercom who can refer or advise you

Benefits

We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.

We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.

We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.

The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.

Company News

Irish Independent
Mar 9th, 2026
Intercom secures $250M in venture debt to expand AI agent Fin and hire 650 people

Intercom has secured $250 million in venture debt from Hercules Capital to fund its AI expansion. CEO Eoghan McCabe said the funds will develop the company's Fin AI agent and support hiring of 650 additional employees. The customer service company plans to invest the capital in further developing Fin, Intercom's artificial intelligence platform. The debt financing from the Silicon Valley-based specialist lender represents a significant investment in the firm's AI capabilities as it scales its operations.

LinkedIn
Mar 9th, 2026
We just raised $250M to build the Customer Agent

Fin is the leading Service Agent product by any interesting metric. Customer count (8k), average resolution rate (67%), revenue (approaching $100M).

Tech.eu
Feb 11th, 2022
Ireland’s Intercom raises $125 million at $1.2 billion valuation

Intercom, developers of customer communications tools, has raised $125 million in a Series D…

INACTIVE