Benefits and Leave Analyst

Intercom•San Francisco, CA

1d•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.