Work for one of our portfolio companies

People Operations Associate



People & HR, Operations
Chicago, IL, USA
Posted on Saturday, July 29, 2023

Intercom is an AI powered, automation-first customer service platform that lets businesses deliver fast support, keeping customers satisfied, costs low, and service teams happy.

It is the only complete customer service solution that provides a seamless customer experience across automation and human support. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital.

What's the opportunity? 🤔

The People Operations Associate is a key member of the People Experience team in supporting Intercom’s employee lifecycle globally while delivering on operational excellence. Reporting to Manager, People Operations, the People Operations Associate will play an integral role in developing efficiency throughout the employee lifecycle from hiring and onboarding, to development and offboarding. The ideal candidate has a rare combination of exceptional customer service and a passion for working with people, processes, and systems.

What will I be doing? 🚀

  • Manage standard new hire onboarding and pre-onboarding processes for new hires - primarily for those based in the US and Australia.
  • Support complex onboardings, ranging from Employer of Record hires, conversions, inter-office transfers, executive hires, and re-hires, etc.
  • Support our global contingent worker management program, onboardings, extensions and offboardings while looking for ways to streamline the process.
  • Act as the first point of contact for employee day-to-day queries and requests.
  • Maintain and update employee personnel records and e-filing in Workday.
  • Provide administrative support for our bi-weekly US payroll process, actively partnering with the Payroll team.
  • Generate salary certificates, verification of employment letters, business travel as well as custom letters.
  • Manage the offboarding process for employees (primarily those based in Australia and the US) and carry out exit interviews as needed.
  • Produce reports using Workday, carry out regular data audits and administrate compliance-related requests.
  • Support the administration of US benefits and leave of absence programs, working with our Benefits Program Manager on resolving complex queries.
  • Complete LOA/STD/FMLA claims/calculations, benefit census/audit reports, process benefits invoices, review and approve benefits transactions in Workday, etc.
  • Support the US annual open enrollment and answer various benefit questions.
  • Support the team in cross-functional projects and initiatives in employee experience space, and partner with other teams to drive process improvements.
  • Continuously make process improvement recommendations in the employee lifecycle space.

What skills do I need? 📖

  • 2+ years experience in a Human Resources/People Operations function, preferably in a tech start-up environment.
  • You have a successful track record of supporting high volume HR processes, employee resourcing, personnel management and change management.
  • You have previous experience supporting the administration of US benefits and leaves.
  • The ability to handle multiple tasks and competing priorities and adapt to a fluid, high-growth environment.
  • 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.
  • Comfortable with technical systems and software, experience with Workday is required.
  • Advanced Microsoft Excel skills with the ability to edit and analyze Workday reports as required via the use of Excel formulas, filters, and conditional formatting.
  • Able to combine great people's intuition, business judgment and discretion in your decision-making.
  • Knowledge of US HR compliance regulations, employment laws, and industry best practices (highly desired).
  • A Bachelor degree or equivalent from an accredited university is highly desired.

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!
  • Open vacation policy and 10 corporate holidays
  • 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.

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. Intercom is currently able to hire if an employee has a permanent residence in the following locations; Australia, Ireland, England and applicable US states. (California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington).

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