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!
Company values
Happy to Help
Help is our first name. We show up for others, not because we have to, but because we want to. We share knowledge and give freely by default, and operate with generosity and empathy for each other, our customers, and our community. After all, there is no I in team (or software).
Craft over Convention
Although it’s tempting to follow a well-worn path, we push ourselves to run beyond it — even when that sets us apart from our peers. We’re building a culture where it’s safe to be ambitious and hold each other to high standards. That’s why we obsess over the last 10%, because it shows up for our customers and the business in powerful ways.
Progress not Perfection
The work of building a product, culture, and brand is never done – we ship our best effort, listen, iterate, then repeat. Seeking progress requires the vulnerability to be curious, humble, and hungry to learn. Great ideas can come from anywhere, so we share our work openly, welcome the perspective of others, and continuously search for what can be improved.
Own the Outcome
Ownership is key to our collective success. We consider the impact on our team and our community before we act, and believe that trust and integrity are non-negotiable. To create a better future, our decisions are made with stakeholders today and ten years from now in mind.
Read more about how we define, share, and live these values here.
As a Technical Support Specialist, you’re at the heart of what drives us — our customers. You’ll have a considerable impact on the company in a number of ways. You’ll help customers learn the best way to use Help Scout for their team. You’ll be a voice for the customer, ensuring the company is learning from customer experiences with the product (both good and bad!). And as a member of the Customers Team, you’ll help our team develop and refine systems to make sure we’re always improving.
Our ideal hire is motivated by what we’re doing as a company, believes in the value of quality technical support, and is eager to contribute to the success of our customers. As someone who is first in line to help, your understanding of the product and our customers will be incredibly valuable.
About the Role
The entire team works out of the main queue, so you’ll spend much of your day helping potential and current customers via email. While email support will be the majority of your day, everyone on the team helps out in Beacon chat, and you’ll also hop on impromptu calls with customers when needed.
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. We’ll help set you up for success to become a mindful, contributing member of our support team. Specialists help a minimum of about 250 customers a 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.
Career Growth on the Customers Team
The Customers team is a vocal and respected advocate for the customer at Help Scout, and we value strong collaboration with other teams, including Engineering and Product, Marketing, Sales, and People Ops. We care about your career development as a support professional, and we’ll make sure you’re developing skills and knowledge that will serve you for years to come. To learn more about our team structure and opportunities for growth within the Customers team, check out this blog post: Career Paths for Customer Service Agents at Help Scout. We actively promote from within the Customers team – both for managers and specialists.
Just the Facts
- This is a full-time, remote position. You’re someone who thrives working autonomously and don’t need much (if any) oversight to get things done.
- For this role, we are only able to hire in the United States or Canada.
- We are looking for someone who can work Tuesday through Saturday, approximate 9am-5pm Eastern or Central time.
- Salary: We have an internal transparent salary matrix for each team. For this role, the salary options are $81,000, $84,000, or $87,000 USD. Read more about how we approach compensation here!
About You
- You take initiative and ownership to see things through to completion. If it needs doing, you do it.
- You’re eager to take on challenges. When you don’t know something, you embrace the chance to grow and get better. Former teammates and managers would call you resilient and balanced.
- We work together as a team, and that means we encourage each other to improve as a team. You are self-sufficient and love the challenge of solving problems and learning new things.
- You have some experience working in Support or Success. You’re passionate about support and the important role it plays in a company, and you’re excited to build a customer-centric career.
- You welcome an environment where you can do great work independently.
- 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 potential customer troubles. You’re a problem solver who goes out of their way to help people – always.