7 months ago

Product Specialist at Help Scout

78% 40 hours / week Worldwide (Remote)
Paid dental insurance
Paid health insurance
Paid parental leave
Retirement or pension contribution program
Employee training program
Unlimited paid holidays

Over 10,000 businesses in 140 countries use Help Scout to serve their customers in a human, helpful way. As a Product Specialist on the Customers team, you’re at the heart of what drives us — our customers. You represent the voice of the customer as we strive to improve the product. You’ll also work in our Customer Support queue, where you’ll help triage tough issues and gain insight on product trends from customers. It’s an opportunity to be a member of our Customer Support team while having a tangible impact on how the product evolves.

We’re pleased to be searching for our seventeenth Customers team member at Help Scout, and our fourth Product Specialist. Our ideal hire is motivated by what we’re doing as a company, believes in the value of quality technical support as a career, and is eager to be the voice of our customer to product and engineering. As someone who is regularly working with customers, your understanding of the product and our customers will be incredibly valuable.

About the role

  • You are a member of our Customers team, aka “Customer Support”. You’ll spend 30-50% of your time in the queue helping customers. During your first 3 months of onboarding, you’ll spend the majority of your time in the queue to build up product knowledge.
  • You’ll join a Team, which is a cross-functional group of product and engineering folks that have a mission related to the product. You’ll attend their meetings, you’ll help organize the roadmap, and you’ll generally help all members of the Team work on the right things and ship them to customers when they are ready.
  • You’ll work in our Triage queue, which is where the extra tough, technical customer conversations go. You’ll often collaborate directly with engineers to solve a problem, or you’ll document it to be worked on later.
  • When your Team launches any new features or improvements, it’s up to you to make sure the Customers team is in the know, and oversee updates to any of our public documentation.
  • You’ll also help launch beta test groups with customers, testing the product, and generally pitching in to make the project a success.
  • Two out of every eight weeks, your Team will take time to work on fixing bugs or adding little delightful improvements to the product. It’s up to you to collect the most valuable priorities related to your Team’s mission and queue them up for that two-week iteration. This process is a really clear way you can impact the product and make your colleagues on the Customers team happy.
  • You’ll collect customer data, organize it, and partner with the Product Lead on your Team to create an excellent solution.
  • You’ll help the Customers team separate the signal from noise product-wise in the queue, adding proper context when you choose not to act on a request. And yes, this means you’ll be saying no a lot. The hardest thing about this role is having a deep sense of empathy for solving customer problems, but also balancing that with the big picture priorities for the business.
  • You’ll help educate the Customers team when it comes to more complicated technical issues or details about how the product works, and you’ll make sure our internal documentation is robust.

A typical day for you in this role…

  • Help customers in our Unassigned and Triage queues
  • Hop on a customer call to figure out a tricky issue or do some research for an upcoming project
  • Spend time reproducing and documenting bugs, or documenting customer feature requests for your Team to consider working on
  • Organize cards in Jira to make sure trending items are appropriately escalated to engineering
  • Work with a Product Lead to make sure your Team is working on the highest priority improvements
  • Analyze conversation data around customer trends
  • Update a couple of our Docs articles to include new information or update screenshots, then share the updates with the Customers team
  • Answer a couple product questions from your colleagues in Slack to help them do their job
  • Read through a spec to provide some feedback for others on the Team

About you

  • You have a healthy perspective on the tension between day-to-day support and longterm product vision.
  • You love helping people, and are genuinely curious about solving challenging issues for them.
  • You are a Help Scout product expert. Since you’ll be handling the tough cases and working directly with Product and Engineering folks, you’ll have to know the product inside and out.
  • You are more technical than the typical customer service professional, but it could be in a number of different ways. Maybe you can code, or maybe you are excellent at QA’ing things, or maybe you just have a knack for solving tricky problems.
  • You can write very well, and are excellent at thoroughly explaining complicated things in a simple way.
  • You take initiative and ownership to see things through to completion. If it needs doing, you do it.
  • You’re eager for a challenge. When you don’t know something, you embrace the chance to grow and get better. Former teammates and managers would call you resilient and balanced. We work together as a team, and that means we encourage each other to improve as a team.
  • You are located in the Americas or EMEA (between -8 through +2 UTC). We believe in strong work-life balance, and since you’ll be working closely with Engineering, Product, Design, and Marketing Teams, we are focusing our search to these timezones.

Benefits

Competitive salary - Our salary formula is public to all employees (but doesn’t divulge your specific salary) and we update it at least once per year. Your salary is the same no matter where you live. Our goal is to pay at or above the market rate of a US-based tech hub like Boston or Seattle.

Health and dental insurance - We cover you and your family’s health/dental insurance 100%. If you are based in the US, we’ll cover you on our Aetna policy. If you’re based outside the US, we’ll reimburse your out-of-pocket health and dental insurance costs.

Long-term/short-term disability insurance & life insurance - we cover 100% of the premiums for LT/ST disability insurance and base life insurance. You also have the option to purchase supplementary life insurance through our provider (currently US only).

Flexible vacation - Take time off when you need it! We recommend 3-4 weeks in addition to public holidays, but there are no firm rules. We trust you.

Sabbatical - After you’ve been at Help Scout for 4 years, you get a month of paid vacation (in addition to regular vacation) and $2,500 to spend towards travel, learning, projects or anything else during your time off. Read about what our CEO did.

Paid parental leave, including adoption - 12 weeks of paid leave for all new parents.

401k with 1% match- via Betterment for Business (currently US only)

Personal Development stipend - Up to $1,800 per year to improve your craft

Great tools - Each employee will be provided with a Mac laptop and display (or equivalent equipment of choice). We’ll also purchase any additional software or hardware you need.

Home office stipend - Every new hire gets $1,500 USD to furnish their home office, and up to $350 USD per month if you’d like to rent a co-working desk somewhere.

Complete transparency - Everyone has full access to business metrics and financial information about the company.

About Us Help Scout is made by roughly 110 people in 80+ cities around the world, all with a passion for helping others. We come from diverse backgrounds and are united by an enthusiasm for great products and delightful customer experiences. Help Scout launched in 2011 and today we have more than 10,000 paying customers in 140+ countries.