In the first year, once you’re fully onboarded, you’ll split your time between helping customers in our support queue and managing a team of 2-4 Technical Support Specialists.
We’re looking for someone who will grow into managing a full team of 6-7 Technical Support Specialists as we grow our Support team, and we’ll help you grow your team over time.
As a people manager, you’ll build a relationship with each member of your team and work hard to train them, coach them, and help level up their skills.
You’ll play a leadership role withinthe support team, guiding the individuals and the team towards personal and professional development, new initiatives and best practices.
You’ll become an expert in all areas of the product. You’ll troubleshoot potential bugs, document feature requests, and collaborate with the rest of the team to help elevate the voice of the customer at Help Scout.
You’ll help a minimum of 125 Customers per month, but we won’t overburden you with quotas, empty policies, or unnecessary procedures. Doing what’s in the best interest of the customer is at the heart of what we do.
Compensation/Benefits:
$107,000 USD per year for this role
Health and dental insurance is 100% covered for you and your family.
They 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).
3-4 weeks of vacation per year in addition to public holidays, but there are no firm rules.
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.
12 weeks of paid leave for all new parents.
Up to $1,800 per year as a personal development stipend to improve your craft.
A Mac laptop or equivalent of your choice, and a $1500 stipend so you can feel ready to work from home. They also cover up to $350 USD per month if you'd like to rent a co-working desk somewhere.
They also offer complete transparency about they company. Everyone has full access to business metrics and financial information about the company.
You’re likely to have at least 5 years of experience working in Customer Support/Success.
You'll also likely have at least a year of experience working in software or technology.
You have at least a year of experience in management or leading a team. Maybe you’ve been a people manager or team lead before, or perhaps you’ve led projects, a training program, or a function within your department.
You’re passionate about helping teams structure, lead, and grow their support teams in the right way. Working with support employees to accomplish their goals is fulfilling and exciting to you.
You’re patient, an active listener, and you’re naturally curious with a strong desire to learn.
You’re an incredible communicator, fluent in written English. Your writing is clear and simple.
Your empathy and self-awareness help you intuitively and proactively solve problems on your team. You’re a problem solver who goes out of their way to help people.
You have strong opinions about what makes a good manager, and you seek to lead by example with your day-to-day actions.
Technical Requirements:
They seem to provide you with most of what you need for your home office. Other than that, they don't mention details about internet speed or other technical requirements.
