Help Scout

Technical Support Specialist

Lead/Principal Brand Designer

As a Technical Support Specialist, you will be at the core of customer satisfaction, significantly impacting the company. You will guide customers on using Help Scout effectively, act as their advocate by relaying product experiences, and contribute to refining team systems. Your daily tasks will involve assisting customers via email, participating in Beacon chat, and occasionally joining impromptu calls. You will become a product expert, troubleshoot bugs, document feature requests, and collaborate to amplify the customer's voice.

<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Overview</h2>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!<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Company values</h2><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Happy to Help</h3>Help is in our first name! We show up for each other — not out of obligation, but because we’re invested in the team’s collective success. We share knowledge freely, lead with generosity, and practice empathy with our teammates, customers, and community.<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Craft over Convention</h3>Our success relies on the quality and craft of the work we put into the world. The status quo simply won’t work. So we insist on narrow focus, sweating every detail, and relentless pursuit of customer delight.<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Progress not Perfection</h3>Achieving our true potential — collectively and individually — requires constant progress and forward momentum. By creating a culture of curiosity and openness, we aim to create a safe space for mistakes, the ability to identify them quickly, and use them to get better.<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Own the Outcome</h3>Own the outcome means taking full responsibility for the results of your work, decisions, and contributions. It reflects a mindset of accountability, proactiveness, and follow-through. If you “own the outcome,” you don’t just complete tasks, you ensure your work leads to meaningful results, and take initiative to solve problems rather than passing them along.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.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">About the role</h2>The entire team works out of the main queue, so you’ll spend much of your day helping potential and current customers via email. If you’re curious to hear how our team works together, check out this webinar. 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.<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Career Growth on the Customers Team</h3>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. We actively promote from within the Customers team - both for managers and specialists.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Just the Facts</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">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.</li><li class="leading-relaxed">For this role, we are only able to hire in UK, Spain, Ireland, and The Netherlands.</li><li class="leading-relaxed">We are looking for someone who can work Monday through Friday, European time zones.</li><li class="leading-relaxed">Expected Compensation:</li><li class="leading-relaxed">Ireland, Netherlands and Spain: 62K-79K Euros</li><li class="leading-relaxed">UK: 57K-68K GBP</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">About You</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">You take initiative and ownership to see things through to completion. If it needs doing, you do it.</li><li class="leading-relaxed">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.</li><li class="leading-relaxed">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.</li><li class="leading-relaxed">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.</li><li class="leading-relaxed">You welcome an environment where you can do great work independently.</li><li class="leading-relaxed">You’re patient, an active listener, and you’re naturally curious with a strong desire to learn.</li><li class="leading-relaxed">You’re an incredible communicator, fluent in written English. Your writing is clear and simple.</li><li class="leading-relaxed">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.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">About the Process</h2>1. Value add - you'll meet with our Support Manager, Alyson, to talk more about the role and your experience.2. Technical Screen - you'll meet with a Support Manager and a member of our Technical Support team to dive deeper into your experience.3. Logistics - Erika on the Recruiting team will walk you through compensation, benefits, timeline, and company culture.4. Project - we’ll give you a take-home project (we’ll pay for your time), then you’ll present it back to the team.5. Final Chat -you’ll chat with another 1-2 people on the team, who will vary depending on what else we’d like to learn about you.6. References - we’ll ask you for three references. Ideally, we’d like two of them to be managers, but we can be flexible.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Perks & Benefits</h2>Help Scout offers a variety of perks and benefits to support you and your family. Our offerings include healthcare coverage, wellness resources, and so much more. Visit our careers page to learn more.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Hiring Guidelines:</h2>All of our roles are remote, however, some roles may carry specific location-based eligibility requirements. Additionally, because Help Scout is a fully remote company and we hire from many countries, we do not sponsor visas. Help Scout teammates need to be authorized to work from their home location.For our Sales roles, we are only able to hire in the United States.For other roles, we are only able to hire in the following countries: United States, Canada, Australia, Ireland, Netherlands, Poland, United Kingdom, Denmark, Italy, Spain.We’re working on expanding this list. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.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.To provide you with the best experience, we can support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">A note on the use of AI in our interview process</h2>While we understand that AI in an important tool in a modern skillset, we ask that you do not utilize AI assistants live on our interviews. Of course, use any tools you need to prepare! But we'd like for you to have a real human-to-human conversation with our team.On our end, we utilize a platform called Brighthire as a notetaker and review tool to ensure a fair and transparent hiring process.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">About Help Scout</h2>We're on a mission to help businesses delight more customers. We love crafting beautiful products and resources to solve that challenge, but we're also trying to do something bigger. We're trying to build 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, have pledged 1% of our equity back to the community, and have been remote since day one, now with 140+ people in 115 cities worldwide.To learn more about who we are, visit the About page.

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Technical Support Specialist

Lead/Principal Brand Designer

Job Details