Help Scout

• Enable the whole company. You'll help equip sales, support, and teammates across Help Scout to understand and clearly articulate the value of what we ship. When our enablement motion is strong, everyone — and every customer — better understands why our products matter and how to use them. • Put customers at the center of our storytelling. You'll support a long-term program that spotlights how real businesses scale delight with Help Scout, turning those stories into rich media content that lives across sales decks, blog, social, email, and in-app. • Help take products to market. Working with Sales, Marketing, Product Managers, and Support, you'll contribute to launches that land with clear positioning and messaging, grounded in real product, user, and market understanding. • Co-lead seasonal product release events. You'll support our Lead PMM on the strategy and execution of our biannual product release events, helping build narratives that excite existing customers and attract new ones. • Contribute to competitive intelligence. You'll help gather and synthesize market and competitive research to inform positioning, support sales, and position Help Scout to win. • Produce compelling product content across touchpoints — email newsletters, social channels, in-app messages, and internal enablement materials.

• You'll join Brand Creative, working closely with our Principal Brand Designer to produce high-caliber design across multiple workstreams. • You'll design ads and social graphics that expand Help Scout's brand awareness into new audiences — layouts built to stop the scroll and perform across formats. • You'll contribute to bigger brand builds, like our new editorial content hub and sub-brands (including our podcasts), helping push them forward alongside the team. • You'll partner with Product Marketing to make product content visually compelling across channels. • You'll balance bite-sized, fast-turnaround assets with steady progress on larger projects, breaking work into manageable chunks. • Over time, you'll grow into shaping the brand system itself as your craft deepens.

• Ship customer facing features across the full stack, with a focus on smooth user experiences. • You’ll design and build intelligence features from zero-to-one from loosely defined specs, collaborating closely with your product, design, and engineering teammates. • You should be comfortable making calls, evaluating outcomes, and iterating on your work to make the best experience for customers. • Sweat the front-end craft. • You care about responsiveness, streaming/loading states, accessibility, and the small details that make an assistive feature feel reliable rather than gimmicky. • Stay close to customers. • Join customer calls when more context is needed to design the right solution, participate in a support escalation rotation, and watch session recordings on the features you own. • Bring that signal back into the work. • Own outcomes, not just output. • Before a project starts, you and a PM agree on a specific outcome metric the work is trying to move. • You instrument it, and after it ships you're watching the dashboard and talking to customers to ensure its impact. • Co-author the solution. • PMs own strategy and sequencing; you bring the judgment and craft for how solutions actually get built. You'll often shape the product thinking too. • The best work happens when engineers, designers, and PMs support each other. • Own production readiness from the start. • Automation, reliability, monitoring, alerting, and logging are all part of how you ship. • The work continues after merge. • Use AI tools every day as part of your craft. • We expect fluency with Cursor, Claude Code, or similar. • If you saw a way to make the team's AI workflow better tomorrow, you'd say so. • Help us hire. • From time to time, partner with our Talent team to interview future teammates. This is one of the highest-leverage things any engineer here does.

• Ship customer-facing AI features across the full stack. Build the experience and what's behind it — LLM-backed flows, retrieval (RAG) and embeddings, and agentic tool-calling — through to a fast, accessible, well-crafted UI. • Treat AI output as something you verify, not assume. Build evaluations, guardrails, and monitoring into AI features so quality is measurable and holds up in production. • Sweat the front-end craft. • Stay close to customers. Join customer calls when more context is needed to design the right solution, participate in a support escalation rotation, and watch session recordings on the features you own. • Own outcomes, not just output. • Co-author the solution. PMs own strategy and sequencing; you bring the judgment and craft for how solutions actually get built. • Own production readiness from the start.

• Own the full product roadmap for the Agent pillar — unified Agent backend, Agent Drafts, AI Answers, Agentic Actions, Docs automation, and workflow amplification • Drive the consolidation of Drafts and AI Answers onto a single backend system, enabling the full Agent capability set to compound from a shared foundation • Define the experience and configuration UX that moves customers up the trust ladder — from "let me review that draft" to "handle it without me" • Shape how the Agent monetizes: resolutions, drafts, handoffs, and docs improvements are all outcome-priced surfaces; you'll own the logic for how customers experience and pay for each • Partner closely with the Intelligence and Conversations PMs — Agent needs signals from Intelligence and coordination with Conversations to work as a coherent system, not a feature stack • Spend real time with customers: understanding where they trust the AI, where they don't, and what would move them • Work with GTM and CS to ensure the Agent story is clear, the adoption motion is tight, and customer feedback loops back into the roadmap

• Own the full product roadmap for the Intelligence pillar: Topics, Sentiment detection, CX Score, and contact/company profiles enriched with conversation data • Ship the near-term: get Topics and Sentiment in front of customers fast, with a clear value signal — then use what you learn to sequence what comes next • Define the conversion moment: CX Score and churn risk alerts are the features that make a customer want to pay for Understand. You'll own how those land and what they trigger • Treat Intelligence as a shared primitive, not a standalone product. Signals from this pillar need to be accessible to the Agent and Conversations pillars — you'll coordinate those interfaces actively • Partner with the Gateway and Data teams to ensure the underlying infrastructure can support the aggregates Intelligence depends on, especially as CRM and lifecycle data start flowing in • Spend time with customers: support leads, ops managers, and the business owners who care about what support data can tell them • Work with GTM on the messaging for Understand — this is a net-new category for Help Scout and the story needs to land clearly

• As we expand and diversify our suite of revenue generating products, you’ll define what winning looks like across the product suite and hold yourself accountable to it. • Make the product strategy clear and actionable for the entire org, partnering with your team, Chief Product Officer, and other senior leaders to inform prioritization across growth, intelligence, conversations, and agents capabilities. • Help the organization make tough tradeoffs on priority, using clear logic and guidelines. • Understand and actively manage the relationship between product decisions and business economics: pricing, packaging, retention, and margin. Product is a financial lever, not just a feature factory. • Manage and develop a team of 4 PMs. Set a clear outcome metric at the start of every project, then trust the team to execute. • Drive cycle times down. Eliminate gates that exist for their own sake, and build the talent density that makes trust the default. • Shape how the team uses AI, as practitioners and as product thinkers. • Spend meaningful time in customer calls, support conversations, and research. The signal you bring back is the most important qualitative input to every bet. • You proactively seek to answer complex questions by exploring data. Quantitative fluency is part of how you work, not something you delegate. You’ll leverage our data warehouse and AI-native tools including Hex, Mixpanel, and more. • You can confidently speak to Help Scout's product vision with customers and prospects. You are a credible, compelling voice for where we're going. • Develop taste and judgment within the product team through coaching, critique, and example, not through gate reviews.

• Ship customer-facing AI features across the full stack. • Treat AI output as something you verify, not assume. • Sweat the front-end craft. • Stay close to customers. • Own outcomes, not just output. • Co-author the solution. • Own production readiness from the start. • Use AI tools every day as part of your craft. • Help us hire.

• Partner with the Product team. Sit alongside PMs, designers, and engineering leads. Scope analytical questions, prioritize them against product roadmap needs, and deliver findings that change what gets built. • Own Mixpanel. Run our Mixpanel instance: instrumentation strategy, event taxonomy and naming conventions, tracking specs for new features, the Mixpanel Lexicon, debugging, and reporting. Decide what should be tracked client-side vs. server-side. • Surface customer insights. Analyze how customers use Help Scout — activation patterns, feature adoption, retention drivers, friction points, end-user behavior. Translate these into product narratives that PMs can act on. • Build the product analytics layer in Hex. Create and maintain dashboards and notebooks for the core product KPIs — activation, engagement, retention, feature adoption. Make them useful enough that PMs actually open them. • Design and analyze experiments. Help PMs scope A/B tests properly: define success metrics, calculate sample size, set guardrails. Analyze results rigorously. Document learnings so we don’t re-run the same test in two years. • Bridge data and product. Translate fuzzy product questions into clean data queries. Translate data findings back into product narratives. Push back constructively when an ask is ill-defined or won’t produce a useful answer. • Collaborate with the Data Platform team. Work with the data engineers building the lake to make sure product event data, activation signals, and customer state are modeled correctly in dbt and surfaced in the gold layer for analytical use. • Document. Maintain a living glossary of metric definitions, event semantics, and common analyses. Make it easy for the next person to pick up where you left off.

• Your mission is to lead the world-class engineering organization (~50 people) that enables Help Scout to deliver innovative products and delight customers. You will helm our technical vision, develop our Engineering leaders, and define and execute an AI strategy that allows us to achieve ambitious product and business goals. • You’ll own: - **Technical strategy**: Your job is to deliver a product that’s performant, secure, and reliable for customers. You'll define and execute an AI strategy that allows us to achieve an ambitious product vision centered around intelligence, while leveraging AI to unlock new capabilities across Help Scout. You’ll also be focused on code modernization efforts to ensure the team can deliver product improvements at a high velocity. - **Organizational Leadership**: The organization is roughly 50 people. We have two departments: Product and Platform. Your top priority is to attract, hire, and empower the most talented engineers we can find. At Help Scout, commitment to excellence and craft is table stakes. You’ll be accountable for maintaining that standard across the board, raising that standard in critical areas for the business, and quantifying its impact on the business. - **Cross-Functional Leadership**: You’ll be responsible for communicating the Engineering strategy with teammates inside and outside of the organization. It’s important that everyone knows what we’ve accomplished, how it impacts the business, and where we’re headed next. You’ll bring technical expertise to crucial business conversations at the executive level, and you’ll help our engineering teams advocate for their work across the business. - **Engineering Investments**: You'll be accountable for the largest people and platform investments at Help Scout. That means owning the Engineering P&L, partnering closely with our strategic finance team to forecast and manage costs, and communicating clearly about where we're investing and why. You make smart tradeoffs and can defend them. - **Roadmap execution**: Engineering, Product, and Design operate in a shared ownership model where the three disciplines make decisions together. Alongside your partners on XLT, your collective goal is to deliver great products that drive business results. Delivering a product at our scale and continuously innovating is a huge challenge. Ultimately, it's your job to show up as a partner, make clear agreements with company stakeholders, and either meet them or renegotiate them.