Customer Champion - Australia/New Zealand

Remote
Support
Full-time
Support is Help Scout’s bread and butter. We’re pleased to be searching for our ninth support team member. Our ideal hire is motivated by what we’re doing as a company, and eager to contribute on the front lines.

About the role

    • This is a full-time, remote position. You’re someone who thrives working remotely without much (if any) oversight.
    • Our entire support team works collaboratively to help customers, and 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 craft documentation, troubleshoot potential bugs, and collaborate with the rest of the team to be as helpful as possible to our customers.
    • 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.
    • We won’t overburden you with empty policies or procedures. Doing what’s in the best interest of the customer is at the heart of what we do. We’ll give you plenty of autonomy to simply do what’s right, no questions asked. 
    • We’re sticklers about the customer experience. We’re always refining and polishing the product to perfection. As someone on the front line, your understanding of the product and our customers is incredibly valuable. 
    • We believe Support-Driven Growth creates a company environment that puts the customer’s needs first as we expand. Sustainable growth for Help Scout is a byproduct of putting our customers and their needs, first. The Customers team at Help Scout is a vocal and respected advocate for the customer, and we value strong collaboration with other teams.

About you

    • We’re looking for someone who can work hours that overlap with Asia-Pacific time zones. Because we value work-life balance and creating a sustainable position, you must be geographically located in Australia or New Zealand so you do not need to zone-shift or work far outside of normal business hours where you live).
    • This job is Monday-Friday, 9a-5pm in your timezone.
    •  The entire team works out of the main queue, so you’ll spend much of your day helping current customers via email (if you’re curious to hear how our team works together, check this out).
    • We work together as a team, and that means we challenge each other to improve as a team.  You are self-sufficient and love the challenge of solving problems and learning new things. 
    •  We’re looking for someone with at least one year of support experience. You’re passionate about support and the role it plays in a company. This isn’t your first rodeo, nor is it a stepping stone. 
    • You welcome an environment where you can do great work independently.
    • You’re patient and hardy, with an excellent sense of humor. You’re an exceptional listener and educator, and you’re naturally curious with a strong desire to learn.
    • 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.
    • You have rare people skills that allow you to get out in front of problems, and proactively help customers with potential troubles. You’re an empathetic problem solver who goes out of their way to help people always.
    • You have a good old fashioned work ethic, day in and day out. You have grit and take initiative and ownership to see things through to completion. If it needs doing, you do it.
    • You aren’t scared of a challenge. 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.

Benefits

    • 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.
    • 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 Aetna policy. If you're based outside the US, we offer a healthcare stipend.
    • 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. (currently US only)
    • Flexible vacation - Take time off when you need it, we trust you.
    • Paid parental leave, including adoption and foster care - 12 weeks for primary caretaker and 4 weeks for secondary caretaker.
    • 401k with 1% match - via Betterment for Business (currently US only)
    • Personal Development stipend - Up to $1,800 per year to improve your craft
    • Great tools - Each employee will be provided with a Mac laptop and 27'' display (or equivalent equipment of choice).
    • Home Office Stipend - You'll also receive $1,000 to spend on outfitting your home office, as well as up to $350 a month to rent a co-working space if you like.
    • Company Retreats - Twice a year, we get together to meet and work in person, covered by Help Scout.
    • Complete transparency - Everyone has full access to business metrics and financial information about the company.
About Us

Help Scout is made by roughly 70 people in 40+ cities around the world, all with a passion for excellence in their craft.

We come from diverse backgrounds and are united by an enthusiasm for great products and delightful customer experiences.

Since launching in April of 2011, Help Scout now powers 8,000+ support teams in over 140 countries. Our software is used and trusted by businesses of every shape and size.

Designed to go the distance

Our mission is to foster the world’s customer-centric businesses by providing tools that serve customers in the most human, helpful way. While growth is important, team and values are paramount. We’re always striving to do impactful work we’re proud of in lieu of chasing overnight success.

We’re builders without borders

Our entire team is free to work remotely from wherever they choose. We overcome remote challenges through transparency, trust, and video conferencing. The reward is worth the effort—we’ll take talent, skill, and diverse perspectives over local geography any day.

Above all, we want Help Scout to be a place where passionate people can do their very best work. You won’t find any ping-pong tables or kegerators here. Instead, you’ll be surrounded by driven, supportive teammates who will push you to be better. We take work/life harmony seriously, too, as we want every career at Help Scout to be a long and satisfying one.

Diversity & Inclusion
We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status.