Benefits and Leave Analyst

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 Benefits & Leaves Specialist is a key member of the Total Rewards team responsible for administering end-to-end global leaves and benefits programs with a passion for customer service. Intercom’s benefits, leave, and accommodations programs play a big role in how supported our people feel—especially as we grow and work across time zones.

Reporting to the Senior Benefits Program Manager, the Benefits & Leaves Specialist will play an integral role in scaling and continuously improving our global benefits and leaves programs while ensuring they are easy to understand, legally sound, and genuinely helpful for our employees when they need them most.

What will I be doing?

• Act as a primary Tier 2 point of contact for benefits and leave-related questions, ensuring a thoughtful and high-quality experience for employees, managers, and People partners.
• Responsible for administering end-to-end global leave of absence programs (including income protection and long term disability cases) by ensuring accurate tracking, pay coordination, and smooth return-to-work experiences.
• Manage global workplace accommodation cases, partnering with HRBPs, Legal, and Workplace teams to run compliant, interactive accommodation and occupational health processes.
• Help employees and managers understand how benefits, leaves, and accommodations work through clear guidance, documentation, and occasional enablement sessions.
• Partner closely with Senior Benefits Program Manager, People Ops, brokers, carriers, Payroll, Legal, HR Business Partners, and government agencies to ensure benefits and leaves programs run smoothly and remain compliant.
• Serve as a Workday benefits and absence module administrator, supporting day-to-day transactions and process improvements.
• Support US Open Enrollment, benefits renewals, and other global benefits events.
• Maintain clear, up-to-date employee-facing benefits documentation and help ensure information is easy to find and understand.
• Produce benefits reports and audits to ensure enrollments, coverage, invoices, and payroll deductions are accurate and processed timely.
• Track trends and recurring issues across benefits, leaves, and accommodations, and surface insights and recommendations to improve programs and employee experience.
• Identify opportunities to improve benefits and leave administration through automation, self-service, and better documentation.
• Support the rollout of new or updated benefits, leaves, and accommodations programs, helping ensure changes are communicated clearly and adopted smoothly.
• Support additional projects and initiatives across the global benefits and leaves space as needed.

What skills do I need?

• 4+ years experience in HR Operations with at least 2+ years focused on benefits and leave administration, ideally in a tech or high-growth environment.
• Experience administering complex leave programs and handling sensitive employee cases with care and discretion.
• Strong attention to detail and a high bar for accuracy.
• Clear, empathetic written and verbal communication skills.
• Sound judgment and the ability to manage multiple priorities in a fast-paced, evolving environment.
• Strong Excel skills, with experience using spreadsheets for reporting, audits, and reconciliations.
• Experience working in Workday (required).
• A team player with a strong sense of ownership and a practical “get things done” mindset.
• A Bachelor degree or equivalent from an accredited university is required.

Bonus skills & attributes

• Experience administering leave of absences across multiple US states.
• Experience supporting benefits and leaves across multiple regions (e.g., US, EMEA, APAC).
• Familiarity with scaling People programs in a fast-growing company.

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 $129,600-$154,800. 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).

#LI-Hybrid

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.