At Help Scout, we’re on a mission to help businesses delight more customers. We’ve been on this journey since 2011, and today more than 12,000 companies use our platform to provide outstanding customer support. We’ve been fully remote from the beginning, and have a team of 140+ people all over the world.

We love crafting beautiful products and growing a business together, but we're also trying to do something bigger. We're building a company that brings out your best and leaves the world a better place — a company that seeks balance between profit and purpose. That's why we've been a Certified B Corporation since 2019 and have pledged 1% of our equity back to the community.

Help Scout’s success hinges on hiring talented, high-accountability people who want to be part of creating a culture where we all feel challenged and supported to do our best work. We hope that excites you to join us!

• You'll join a small but mighty team of three other Product Managers. Every PM is accountable for a significant area of investment for the business (AI or Inbox, for example). You'll partner with a product designer and a cross-functional group engineers to identify and execute on the most significant opportunities that drive company goals forward.
• PMs currently report to the co-founder/CEO. A new VP of Product is starting in mid-June and you’ll eventually report to them. Regardless of the reporting structure, you’ll be encouraged to think big, do more with less, and craft a beautiful user experience. We don't have our competitors' resources, but we can still build better products if we focus on the right things.
• You'll spend time talking with customers, understanding the market, learning from competitors, and collaborating with our internal support team. You'll translate what you learn into stories to share with the company and product ideas to explore with the team.
• You are accountable for determining what the team should build, identifying the quickest path to success, and ultimately landing the work with customers. You'll have the runway to continue iterating as long as it's driving positive results. You won't be responsible for project execution — this is not a project management role. Other team members oversee project execution alongside technical program managers (TPMs).
• Success in the role is measured across three dimensions: customer delight (customers use and love using what you make), business impact (influences company goals), and core competencies (outlined in the next section).

• You are an outstanding communicator. Our fully remote team has a strong writing culture. Regularly, you'll have to synthesize a complex subject, simplify it to the essentials, and communicate about it clearly in writing.
• You can operate effectively in the details.  When you collaborate with designers and engineers, the work consistently gets better. When it's time to communicate with customers about a new feature, you jump in to support the go-to-market strategy.
• You can create a compelling vision. Collaborating with teammates and customers, you create the strategy, put the puzzle pieces together, and get everyone running towards the same outcomes.
• You are skilled at translating customer challenges into beautiful product experiences, breaking them into small pieces, and galvanizing the people around you to run after them with a sense of urgency.