Why This Job is Featured on The SaaS Jobs
Intercom’s role sits in a part of SaaS that often becomes more complex as companies expand across regions and time zones: globally consistent benefits, leave, and accommodations. The remit spans day to day casework and program administration, with Workday at the centre, reflecting the operational backbone required in modern SaaS organisations that run distributed teams and standardise people processes at scale.
For a SaaS career path, this position builds durable expertise in how recurring operational work translates into employee experience and risk management. Managing leave and accommodation workflows, coordinating with Payroll and Legal, and producing audits and reporting develops a strong systems and controls mindset that transfers across SaaS companies using similar HR tech stacks. The emphasis on documentation, self service, and process improvement also aligns with how SaaS teams reduce friction through clear internal products, not just policies.
This is best suited to someone who enjoys detailed operational ownership, handles sensitive cases with discretion, and prefers structured problem solving over purely advisory HR work. It will appeal to professionals who like partnering across functions and using data and tooling to improve repeatable processes in a global SaaS environment.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
What will I be doing?
- 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.
What skills do I need?
- 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.
Bonus skills & attributes
- 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.
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 equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
#LI-Hybrid
