Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

The Benefits Manager plays a critical role within the Total Rewards team, overseeing the design and administration of the employee benefits program. This position involves close collaboration with People Operations, Payroll, Finance, HR Systems and Legal teams to ensure employees have access to comprehensive and well-managed benefits.

Strategic Planning and Design:

• Research and Analysis: Conduct thorough research on current market trends, competitor offerings, and employee needs to inform the design of competitive and cost-effective benefits packages.
• Benefits Design and Proposal: Develop and propose innovative and tailored benefits plans that align with the organization's overall strategy, culture, and budget. This includes health insurance, retirement plans, time off, leave of absence, wellness programs, and other employee benefits.
• Financial Modeling and Cost Analysis: Analyze the financial implications of different benefits options, forecast costs, and develop strategies to manage expenses effectively.

Employee Communication and Education:

• Benefits Communication and Education: Develop and implement effective communication strategies to educate employees about their benefits options, enrollment processes, and how to utilize their benefits effectively.
• Employee Advocacy: Partner with the People Operations team to ensure there is content to help answer employee questions, and assist them with navigating Intercom’s benefit programs

Benefits Administration and Compliance:

• Benefits Enrollment and Administration: Design the benefits enrollment process, ensuring accurate and timely enrollment for all eligible employees.
• Benefits Administration Systems: In partnership with the People Operations team, oversee the implementation and maintenance of benefits administration systems, ensuring data integrity and efficient processes.
• Compliance Management: Ensure compliance with all relevant laws and regulations governing employee benefits, for example,HIPAA, and ACA. 
• Policy Development and Implementation: Develop and implement comprehensive policies and procedures related to benefits administration, ensuring consistency and fairness.

Data Analysis and Reporting:

• Benefits Data Analysis: Analyze benefits data to track utilization, identify trends, and measure the effectiveness of benefits programs.
• Reporting and Metrics: Generate reports and metrics to communicate the value and impact of benefits programs to management and other stakeholders.

Additional Responsibilities:

• Benefits Technology: Evaluate and implement benefits technology solutions to streamline processes, enhance the employee experience, and improve data management, and in particular as part of the US Open Enrollment process.
• Contract Management: Oversee contract renewals, monitor vendor performance, and resolve any contractual issues that may arise.
• Wellness Program Management: Develop and manage wellness programs that promote employee health and well-being, potentially reducing healthcare costs and improving employee productivity.
• Leave Management: Advise the People Operations team on employee leave programs, including paid time off, sick leave, family and medical leave, and other leave types.
• Benefits Audits: In partnership with the People Operations team, conduct regular audits of benefits programs to ensure accuracy, compliance, and cost-effectiveness.
• Serve as subject matter expert regarding escalated benefit inquiries and issues.

• Technical Knowledge: In-depth understanding of benefits programs, laws, and industry best practices. Knowledge of US leaves and 401k required, along with Workday benefits administration and integrations.
• Communication and Presentation: Effective communication and presentation skills to explain and promote benefits to employees.
• Data Analysis and Reporting: Skills in data analysis and reporting to measure outcomes and costs.
• Project Management and Organization: Strong project management and organizational skills to plan and implement benefits initiatives.
• Leadership and Teamwork: Ability to collaborate effectively.

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 $112,455 - $152,145. 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).  

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 two 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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