Leave Analyst

Overview

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin lets businesses deliver always-on, impeccable customer service and transform their customer experiences. Fin can be combined with our Helpdesk to form the Intercom Customer Service Suite, which provides AI-enhanced support for more complex queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom sets the standard for customer service.

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 influence how supported our people feel across time zones.

Reporting to the Senior Benefits Program Manager, the Benefits & Leaves Specialist will help scale and continuously improve our global benefits and leaves programs while ensuring they are easy to understand, legally sound, and genuinely helpful for employees when they need them most.

• 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.
• Administer end-to-end global leave of absence programs (including income protection and long-term disability cases) with 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.
• Provide clear guidance, documentation, and occasional enablement sessions to help employees and managers understand how benefits, leaves, and accommodations work.
• Partner with Senior Benefits Program Manager, People Ops, brokers, carriers, Payroll, Legal, HR Business Partners, and government agencies to ensure programs run smoothly and stay 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 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.

• 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.

• 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.

We are a well-treated bunch with awesome benefits! If…