Product Support Analyst
Over 10,000 businesses in 140 countries use Help Scout to serve their customers in a human, helpful way. Help Scout’s Product Support Analyst team is at the heart of what drives us — our customers.
With their deep understanding of the product and our customers, Product Support Analysts maintain a valuable partnership between our support and product teams. They represent the voice of the customer by providing our product team with actionable, data-driven insights used to make customer-centric prioritization decisions. They also work in our support queue where they triage tough issues, gain insight on product trends from customers, and ensure their teammates have the resources and expertise needed to provide best-in-class support as the product changes.
Our ideal hire is motivated by what we’re doing as a company, believes in the value of quality technical support as a career, and is eager to collaborate with product and champion our customers as we decide which problems to solve. It’s an opportunity to be a member of our Customer Support team, while partnering with our product team to have a tangible impact on how the product evolves.
About the role
- You are a member of our Customers team, aka “Customer Support." You’ll spend 25-40% of your time in the queue helping customers. During your first 3 months of onboarding, you’ll spend the majority of your time in the queue to build up product knowledge, get to know the team and our customers.
- You’ll also be part of a cross-functional team with product, engineering, and design teammates who all share the same focus: learning from our customers and using that knowledge to decide what problems to solve and how to solve them.
- You’ll work in our Triage queue, which is where the extra tough, technical customer conversations go. You’ll often collaborate directly with product and engineering to solve a problem, or you’ll document it to be worked on later.
- When your team launches any new features or improvements, you’re responsible for making sure the Customers team is in the know, and oversee updates to any of our public documentation.
- It’s up to you to collect and analyze the most valuable customer themes related to your team’s mission, providing the Product Manager on your team with data to be used as they create the team’s product strategy. This process is a clear way you can collaborate with your team to help ensure our customer’s most important problems are being considered.
- You’ll assist your team by participating in customer research, testing the product, and generally pitching in to make the project a success.
- You’ll help the Customers team separate the signal from noise product-wise in the queue, adding proper context when we choose not to act on a trend or request. And yes, this means you’ll be saying no a lot. The hardest thing about this role is having a deep sense of empathy for solving customer problems, but also balancing that with the big picture priorities for the business.
- You’ll help educate the Customers team when it comes to more complicated technical issues or details about how the product works, and you’ll make sure our internal documentation is robust and accurate.
A typical day for you in this role...
- Help customers in our Unassigned and Triage queues
- Hop on a customer call to figure out a tricky issue or do some research for an upcoming project
- Spend time reproducing and documenting bugs, or documenting customer feature requests for your team to consider working on
- Organize cards in Jira to make sure trending items are appropriately escalated to engineering
- Analyze conversation and customer data to build a comprehensive understanding of what problems are customers
- Partner with the Product Manager on your team to discuss top customer and product trends, key takeaways, and the team’s product strategy
- Present your team’s product vision to your Customers teammates so they understand the direction the product is heading(and where it’s not), and what the customer and business impact is expected to be
- Answer a couple product questions from your colleagues in Slack to help them do their job
- Read through product discovery documentation to provide feedback for others on the team
- You’re experienced in technical support, and you have a healthy perspective on the tension between day-to-day support and long-term product vision.
- You love helping people, and are genuinely curious about solving challenges for them. You’re an empathetic, collaborative, and patient teammate.
- You’re eager to become a Help Scout product expert. Since you’ll be handling the tough cases and working directly with Product and Engineering folks, you’ll have to know the product inside and out.
- You are more technical than the typical customer service professional, but it could be in a number of different ways. Maybe you can code, or maybe you are excellent at QA’ing things, or maybe you just have a knack for solving tricky problems.
- You can write very well, and are excellent at thoroughly explaining complicated concepts in a simple way.
- You take initiative and ownership to see things through to completion. If it needs doing, you do it.
- You're eager for 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. We work together as a team, and that means we encourage each other to improve as a team.
- You are located in the Americas or EMEA (between-8 through +2 UTC). We believe in strong work-life balance, and since you'll be working closely with Engineering, Product, Design, and Marketing Teams, we are focusing our search to these timezones. You must be able to commit to core hours of 10AM-2PM EST or 9AM-1PM EST.
- Bonus Points: As a PSA on our Growth team, you’ll partner with your PM as they drive the strategic growth of the company. You have experience working with teams that drive business impact through revenue growth, and understand how levers such as onboarding, pricing and packaging can enable customer success and adoption.
Competitive salary - Our salary formula is public to all employees (but doesn't divulge your specific salary) and we update it at least once per year. Your salary is the same no matter where you live. Our goal is to pay at or above the market rate of a US-based tech hub like Boston or Seattle.
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'll reimburse your out-of-pocket health and dental insurance costs.
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 recommend 3-4 weeks in addition to public holidays, but there are no firm rules. We trust you.
Sabbatical - 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. Read about what our CEO did.
Paid parental leave, including adoption - 12 weeks of paid leave for all new parents.
401k with 1% match- via Betterment for Business (currently US only)
Personal Development stipend - Up to $1,800 per year to improve your craft
Set you up for success — we’ll get every new teammate a Mac laptop or equivalent of their choice, and provide a $1500 stipend so you can feel ready to work from home. We also cover up to $350 USD per month if you'd like to rent a co-working desk somewhere.
Complete transparency - Everyone has full access to business metrics and financial information about the company.
Help Scout is made by roughly 110 people in 80+ cities around the world, all with a passion for helping others. We come from diverse backgrounds and are united by an enthusiasm for great products and delightful customer experiences. Help Scout launched in 2011 and today we have more than 10,000 paying customers in 140+ countries.
Why Help Scout?
We're remote. It doesn’t matter if you’ve worked remotely before — we’ve been doing it for nearly a decade and are helping to write the playbook — we’re happy to show you the ropes. Most folks that get a taste of working in a "remote first" company have a hard time going back to the old way of doing things.
We’re passionate about diversity and inclusion. The data is abundantly clear about diverse teams being more successful, and we're dedicated to setting the team up for success. Today our leadership team is 62% women, and that's just the start. Here's our DEI Dashboard where you can see all of our team demographic data and read about our commitment to this work.
We're committed to SMBs for the long term. Help Scout is focused entirely on serving small and midsize businesses, typically up to 500 employees, because those companies view customer service differently. It's not a cost to be optimized, it's their most effective marketing tool and a key differentiator from the competition. We built Help Scout for companies that truly value being customer-centric (like us) and want a product that shares their values.
We're leaving the world better than we found it. Did you know Help Scout is a certified B Corporation, with a mission to give away at least 1% of our product through Help Scout for Good? Our company exists not just to help ourselves, but to invest in our team, our customers, our community, and our environment.
Our commitment to you
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. We have read the studies and understand that diverse teams build better products, bring more perspective to the table, contribute to a company’s financial success and help foster a more inclusive environment for all employees, but the bottom line is that it's the right thing to do.