Help Scout is dedicated to enhancing customer experiences through diligent and thoughtful support. Our fully remote team spans various time zones, bringing together diverse perspectives to tackle complex customer needs effectively.

Requirements

Proven experience in managing a SaaS support team, ideally in a technical environment.
Strong grasp of performance metrics and the ability to translate data into actionable insights.
A history of contributing to process improvements that enhance customer support quality.
Experience with support tools and platforms relevant to managing a busy support queue.
Excellent communication skills with the ability to provide constructive feedback.

Benefits

Transparent salary structure based on market analysis, ensuring fair compensation.
Flexible time-off policy allowing you to select meaningful holidays and vacations.
12 weeks of fully paid parental leave for both adoption and foster care, supporting family growth.
A stipend for home office setup, ensuring your workspace meets your needs.
Annual professional development budget of $1,800 to foster your career growth.

You’ll Be a Great Fit If...

You thrive in a role where you can both lead and participate in daily operations. Your hands-on approach means you are just as comfortable tackling customer queries as you are coaching your team on best practices. You value autonomy and understand that granting your team the freedom to act results in better service delivery and morale. When challenges arise, you see them as opportunities to collaborate, whether that’s connecting with your Product Support Lead for training enhancements or working with Support Operations for workflow optimizations. You recognize that every interaction shapes the customer experience and you are committed to instilling a sense of quality in every response.

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