Future Openings at Help Scout
We're looking to grow our team of overachievers. Sound like your type of environment?
If you love Help Scout and would like to join us to do your best work, building and growing a product thousands of businesses love, you've reached the right spot.
We're always on the lookout for A-players who are committed to excellence in their craft and who care deeply about helping customers. Even if we don't have a job posted right now that matches your skills, we'd still love to hear from you via this application. Please review the requirements section below to see if your skills and experience match up to what we'll be hiring for in the next year.
When you click apply, you'll see a section where you can submit your resume followed by a list of questions relevant to different roles we expect to have open. Please fill out any application question(s) that are relevant to the role that you see yourself in at Help Scout. Your application will not be considered if you do not fill out the question(s) related to your area of expertise.
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Help Scout supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class.
We are looking for people with a breadth of experience in their field and who have strong ideas about what their ideal role would be at Help Scout and what value they can add to the team.
Before applying, please review the sections below to see what areas we expect to hire for and the tools and skills we need people to have to be considered.
- General guidelines for our developers
- You became an engineer because you like building products that helps people.
- Your code is not only a pleasure for customers to use, but for other engineers to read and understand easily.
- You can speak and write in terms that non-geeks can understand clearly, whether it be in a conference call, blog post or email.
- You have a history of working with infrastructure at scale and bring a high level of subject matter expertise to the business.
- Some of the projects you'll be working on: increasing capacity to support growth, adding automation to the provisioning process and building tools that give us more fine-grained control/insights over our email infrastructure.
- Tools we use: Amazon Web Services, Git + Github, Chef, Capistrano, Nagios + PagerDuty, Solr, RabbitMQ, PowerMTA, Exim, SpamAssassin, MySQL, MongoDB
- PHP runs a lot of what we do here at Help Scout. It drives most new features, integrations and all our back-end admin tools
- You are very experienced with modern PHP development practices and open source frameworks. You’ve worked on these sorts of projects at scale and feel confident solving complex problems.
- Tools we use: PHP - the test-driven, object-oriented kind; Backbone.js, Marionette and jQuery, Node.js
- RabbitMQ, Java (APIs), MySQL and MongoDB, Git + Github, AWS
- The ideal engineer for this position loves building RESTful APIs and other web services at scale. You relish the opportunity to take on a challenging problem, choose the right tool for the job and build an elegant, scalable solution.
- On a daily basis, you'll work on improving existing code, adding new functionality and API endpoints all with a focus on testing and documentation.
- Tools we use Java 8, Play framework, MySQL, MongoDB, Solr,RabbitMQ, Git
- You love building Backbone apps and have an excellent understanding of the best practices. Marionette experience is a bonus but not required. You won't have trouble picking it up.
- Since the Help Scout web app depends on PHP passthroughs between the APIs and front-end, you’ll be writing some PHP. Experience with PHP and/or other object-oriented languages will be necessary for you to do excellent work.
- Tools we use Backbone.js, Marionette, jQueryPHP / Java (for backend & APIs), Node.js, MySQL, MongoDB, Github
- In early 2016 Help Scout released its iOS app to 5 star review, and we're hiring a developer in mid-2016 to build our first Android app.
- Here's a few things we're looking for in our mobile developers:
- For iOS: You’ve been working with iOS and Objective-C so long that you know all the in’s and out’s of the platform. Since we’re leveraging RubyMotion to lower the knowledge gap, you’ll need either experience with Ruby or a willingness to pick it up, but Objective-C is still more important.
- You have a great understanding of how “always online” products like Help Scout communicate with web services in an unpredictable Android reality. You can help us design everything to fail gracefully and leverage local storage to provide customers with as seamless an experience as possible.
- You delight not only in the way an application works, but in how it looks, and have an excellent understanding of Android interaction design. Complex cross fades, card flips and other Android animation details are something you love working on because it can help you execute the perfect user experience.
- You stay up-to-date on the Android platform and can provide insightful advice about leveraging native platform APIs or evaluating and leveraging wrappers.
- Customer Champion
- You'll be a product expert in all areas. You'll spend most of your days sending timely, human replies to questions via email, but you’ll also create helpful videos, craft documentation, field phone calls, and offer guided tours.
- Customer success is a big piece of the pie. You'll work one-on-one with customers, helping them to get the most out of Help Scout. You might wing unplanned Skype calls and live screen-shares, or schedule meetings to talk about unique use cases.
- You’re passionate about support. You’re in it for the long haul, and you’re not looking for the “next best thing”. This isn’t your first rodeo, nor is it a stepping stone. We’re looking for someone with at least one year of support experience at a SaaS company, where email support was a primary duty.
- You’re an incredible communicator, fluent in written English. You’re just as comfortable on the phone or in person as you are in an email. Your writing is clear and simple, with a proper dose of empathy.
- The ideal marketer for this position is a data junkie at heart. You proactively offer a data-driven perspective on new ideas and key strategic initiatives that will drive authentic growth for the business. You’re detail-oriented with a bias toward action and impact. Your coding and technical chops bridge the gap between marketing, product, and engineering.
- Through an ongoing cycle of traction experiments you’ll build predictable, scalable growth channels from the ground up. You’ll validate the effectiveness of each channel for our ideal audience, asses impact and life-cycle fatigue, and then either optimize or slash your experiments over time.
- You have a track record of building truly innovative, rule-changing programs for driving growth.
- As Help Scout’s resident wordsmith, you’ll use your passion for prose to help us refine our style and speak with substance. We have more than 300,000 readers visiting our blog and resources every month, and we need your help maintaining the sky-high standards on our ambitious editorial calendar.
- You are an exceptional writer, with the ability to grasp complex ideas and explain them in plain language. When writing blog posts, guides, or social media copy, you work hard to make every word matter. Your style is friendly and engaging, and contains just the right amount of humor.
- You have an infectious enthusiasm for technology and business, and this isn’t your first rodeo. As such, you’ve had experience in a content role for a SaaS company, or you’ve written about business for several serious publications (bonus points for having a journalism background)
- We’re building a Business Development team at Help Scout, whose primary responsibility is to be helpful at all stages of the customer lifecycle.
- Working at Help Scout is a unique environment for sales because fit and values alignment come first. Closing the right deals is more important than closing a lot of deals. Your job is to listen well, identify challenges you can help with and become a trusted advisor. We believe nurturing current and potential customers is a team sport, which is why we have no plans for commission plans or quota targets.
- We receive thousands of inbound leads each month, but up to now we haven’t done much to qualify or reach out to them. You’ll work alongside the marketing team to better qualify leads with automation and touch base with the ones that seem like a good fit for Help Scout.
- We’re not big on commissioned sales plans, so the role is paid a full salary based on your experience and what you would make as an inside sales rep “on plan” in another company.
- 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.