Senior FP&A Analyst (Product & R&D)

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. 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. The Role This is a hands-on Senior FP&A role with significant exposure across the business. You will own financial analysis, forecasting, and reporting for R&D, maintain detailed cost and headcount models, and act as a trusted business partner to Product and Engineering leaders. Your work will directly support strategic decisions on product development, resourcing and long-term technology investment — helping to shape the future of Intercom. You’ll thrive in this role if you’re analytical, proactive, comfortable operating independently, and excited by a fast-paced, high-growth environment. What You’ll Be Doing Own quarterly forecasting, annual budgeting, long-range planning, and expense tracking for R&D, including detailed headcount reporting and forecasting Maintain and enhance cost models to track and forecast R&D spend Contribute to monthly and quarterly close and reporting, supporting consolidation and preparation of Executive Team and Board reporting materials Partner with senior leaders to explain financial results, variances, and trends, and provide actionable insights Work closely with Accounting to ensure accurate and timely: R&D tax credit submissions Capitalization of internal-use software IDA grant tracking Develop financial models and ad-hoc analyses to assess the impact of strategic product and technology decisions Identify, measure, and monitor key performance indicators, collaborating with business partners to improve financial performance Support and drive improvements to financial systems, processes, and frameworks to increase accuracy, efficiency, and insight Participate in cross-functional and corporate initiatives, bringing a finance perspective to decision-making Own end to end budgetary decisions and work with R&D on business cases for business decision tradeoffs, including PO and headcount approvals. Participate and influence the R&D contract renewals (demand plan modelling, supplier negotiations etc.) What You’ll Need 5+ years of experience in FP&A or corporate finance, ideally within software / SaaS environments Advanced Excel or Google Sheets skills, with a proven ability to build structured, dynamic financial models Strong analytical skills with excellent attention to detail A self-starter mindset — comfortable working independently and taking ownership end-to-end Excellent communication and presentation skills, with the ability to influence stakeholders at all levels High standards of professionalism, integrity, and confidentiality Experience with ERP systems & planning tools (e.g Pigment, Netsuite) a strong advantage Experience with SQL, Tableau, or other BI tools is a strong advantage. 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! A collaborative, innovative work environment where your contributions have a direct impact on the company and its enterprise customers. Opportunities for professional development and growth. A culture that fosters curiosity, customer obsession, and technical excellence. 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! #LI-RH1 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. 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.