A product visionary in his own right, Marty Cagan said that “behind every great product there is a person with great empathy for the customer, insight into what is possible, and the ability to see what is essential and what is incidental.”
At Help Scout we strive to build a great product above all else, which means our success depends on having an outstanding person in this role. With an abundance of curiosity, knowledge and skill, it’s your job to move the product forward in search of very happy and productive customers.
About the Role
- Being a product designer at Help Scout is a “full stack” role, meaning you see most projects through from idea to production deployment. We do this intentionally, to make sure the voice of the customer is clear throughout the life of a design.
- You’ll learn to finish our customers’ sentences, which means talking to a lot of them, understanding the root of a problem — and all variations of it — prior to starting on a design. You are responsible for crafting solutions that work broadly across our diverse customer base.
- You’ll take product ideas and translate them into a pixel perfect experience for customers. You’ll do the user research, create detailed project specs/wireframes, then hand-off working HTML prototypes to the engineering team for development. We’d expect you to be able to do this without any help, even though you’ll get lots of support and feedback from teammates.
- You’ll be working with engineers to make sure the execution of your project is exactly as you intended it. Once a project is almost ready for production, you’ll work with QA and other engineers to test. The rollout plan may involve small beta groups, doing usability testing or conducting a survey, all of which you would run for us.
- You’ll also be working on bugs and refactoring front-end code as needed on an ongoing basis. We typically have cleanup sprints every twelve weeks, but most design bugs are fixed right away.
- In coordination with Jared and Dave, you’ll help out on the growth side of things as the priorities of our small design team shift.
- We’re not big on fancy titles, but this is a senior-level position, both in terms of skills and experience required.
- You have a deep admiration for great products and what specifically makes them excellent. That admiration has led you to a career in product design, and you’ve worked on at least one product you are really proud of.
- When you work on a product, you do so with a deep understanding of how people will interact with it. Insights from people like Kathy Sierra and Steve Krug influence your approach to designing products and doing customer research.
- You have a design (UX/graphic or both) background and understand what goes into making products work from a technical standpoint. You can “talk the talk” enough to get on the same page with an engineer about implementing your design and testing it.
- You have excellent writing skills. In our remote culture, most team communication takes place in Trello, Slack, GitHub, and Help Scout on a daily basis. As you can see by the above, you’ll be doing a lot of product management and communication, so it’s a very important skill.
Who You’ll Work With
- Dave Martin, Design Team Lead - You’ll be reporting to Dave, who co-leads the design team with Jared, and brings a wide range of design, growth, and front-end development experience to the team.
- Jared McDaniel, Co-founder and Designer - Jared works on all aspects of the brand, including identity, product, content and marketing.
- Buzz Usborne, Designer - Buzz is a fellow product designer focused on improving all aspects of the product experience.
- Jon Q, Designer - Q (his nickname) spends most of his time coding all the things — prototypes, new features, and Seed, a CSS framework he created.
- You read that correctly … you’ll be primarily working with four men. But we’re working really hard to fix that. If you are a woman or member of an underrepresented group, we’d love the opportunity to earn your trust.
- Help Scout is a remote team with employees in eleven countries (eight people in the Boston office). We optimize for excellence over geography and overcome remote challenges through transparency, trust, chat and video conferencing.
- We’re a customer-driven company and always will be. Everything follows the customer experience, no exceptions.
- Our company is growing and has aspirations of helping millions of people around the world. Accomplishing our goals will present countless challenges and require you to excel in every aspect of the position. It’s hard work, but the people we’re looking for love exploring and solving hard problems.
- This is not the typical startup “rocket ship.” We’ll never compromise customers or the experience in favor of growth. Our purpose is to build a profitable company that small businesses love and sustain it. We optimize your career at Help Scout for the long term as well, so keeping a healthy work/life balance is an important priority.
- We value diversity at Help Scout and welcome all applicants regardless of actual or perceived race, color, ethnicity, sexual identity, gender identity, gender expression, economic status, ability, disability, religious beliefs or disbeliefs, national origin, age, military service eligibility, veteran status, marital status, parental status, or caregiver status.
- Competitive Salary - We pay at or above market salary in most cases and evaluate a lot of research to make sure everyone is paid well. The formula we use to calculate all salaries is public to employees and is improved upon regularly.
- Work anywhere - Work from our office in Boston or anywhere else, provided you have 4 hours of overlap with the team. We’ll even buy your home office furniture or help you pay for a co-working space.
- 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 Harvard Pilgrim HMO or PPO policies.
- 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.
- International Benefit Stipend - If you’re based outside the US, you’ll receive a monthly stipend that goes towards covering medical insurance, long and short-term disability, and accountant costs.
- Flexible vacation - Take time off when you need it, we trust you.
- Paid parental leave, including adoption - 12 weeks if you have or adopt a baby, 4 weeks if your partner has a baby.
- 401k with 1% match- 1% Retirement Plan matching for both US and International Employees
- Personal development stipend - Up to $1,800 per year to improve your craft
- Great tools - Each employee receives a Mac laptop and 27'' display (or equivalent). We’ll also purchase any of the software or hardware you need as well as high-end furniture to get your home office started
- Complete transparency - Everyone has full access to business metrics and financial information about the company.