Help Scout

Lead/Principal Brand Designer

Lead Product Marketing Manager

The Lead/Principal Brand Designer will define and evolve the Help Scout brand's visual identity, ensuring consistency across all customer-facing touchpoints. This role involves executing strategic design initiatives, generating business impact, and owning the implementation of design systems and frameworks. The designer will also mentor teammates, foster brand consistency, and elevate the overall brand experience for hundreds of thousands of users monthly, contributing to multi-channel campaigns and creative outputs.

<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Who we are</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 <a href="https://articles.helpscout.com/blog/aligning-culture-with-values/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">here</a>.➡️ <a href="https://pitch.com/v/principal-brand-designer-x33ewq/99f35424-ca23-488c-966b-bacda8a831da" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Check out our Pitch Deck</a> ✨<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Our impact</h2>Brand Creative is a small but mighty in-house team of designers and developers. While our primary focus is to bring our product to market on our website, our team is well-rounded and supports many creative outputs — from multi-channel brand campaigns to retreats & swag.We are arbiters of the brand. Everything customer-facing passes through the design team in some way. You’ll be making things that are seen and used by several hundred thousand people every month, and it’s your job to ensure that every moment — no matter how big or small — looks, feels, and sounds like Help Scout.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">About the role</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">The Lead/Principal Brand Designer is accountable for executing work that defines and evolves the look & feel of the Help Scout brand.</li><li class="leading-relaxed">Your work not only sets the visual standard for our team, but it is tethered to strategic initiatives and generates business impact.</li><li class="leading-relaxed">You will own and implement design systems, frameworks, and direction documents that serve as reference and starting points for the rest of the team.</li><li class="leading-relaxed">This team member is a multiplier that inspires and mentors teammates, fosters consistency across channels, and elevates our brand and the way we work.</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’re a world-class visual designer with a keen attention to detail.</li><li class="leading-relaxed">You lead by example, and remain curious and consultative with teammates and cross-functional partners, seeing their feedback as critical to your work’s success.</li><li class="leading-relaxed">You communicate effectively and leverage prototyping and asynchronous techniques to move work forward, often handling multiple complex projects in tandem.</li><li class="leading-relaxed">You root work in performance metrics and business strategy, and pursue the most impactful tactics. If you see other opportunities, you speak up and propose them.</li><li class="leading-relaxed">You know when to use time-saving approaches and when to build new systems. You coordinate folks around the business to take projects from idea to completion.</li><li class="leading-relaxed">You are a role model and a culture leader who embraces ambiguity and finds ways to create clarity for yourself and coach your fellow teammates.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">The Team</h2>You’ll be reporting to our Creative Director, <a href="https://www.linkedin.com/in/mattplays/" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Matt Plays</a>. You'll work closely with everyone in the Revenue Org, including Content, Sales, Demand Gen, and Partnerships teams. Cross-functionally, you’ll interact regularly with our Co-founder & VP of Product Design, <a href="https://www.linkedin.com/in/wjaredmcdaniel/" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Jared McDaniel</a>, and our CPO, <a href="https://www.linkedin.com/in/scottrocher/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Scott Rocher</a>. You’ll also work alongside support team members, product teams, and engineering.<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 <a href="https://www.helpscout.com/company/careers/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">our careers page</a> 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 <a href="https://www.helpscout.com/dei/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">diversity and inclusion</a>. 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 <a href="https://www.bcorporation.net/" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Certified B Corporation</a> since 2019, have <a href="https://www.helpscout.com/for-good/" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">pledged 1%</a> 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 <a href="https://www.helpscout.com/about/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">About page</a>.Beware of scammers! All legitimate communication from Help Scout regarding your application will come directly from an `@helpscout.com` email address and through our applicant tracking system, Ashby. We will never ask for personal financial information or conduct interviews outside of these official channels.

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As a Senior Engineering Manager for Banking at Mercury, you will lead a team of 4-8 senior engineers to deliver highly available banking services. Your primary goal is to ensure the banking core runs smoothly, making account opening and payments straightforward for customers and partners. You will focus on predictable delivery, fostering a fulfilling work environment, coaching technical excellence, and aligning engineering work with company values, balancing new development with system maintenance.

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A busy rail switchyard moves thousands of cards every hour. Trains come in from different lines carrying all kinds of cargo, schedules change constantly, but somehow everything keeps flowing smoothly and safely.Banking\* works the same way. At Mercury, we move money instead of freight cars, but the principles are similar. Money comes from everywhere; each transaction has its own set of rules, and we have to keep everything running on schedule so that customers, regulators, and business partners can count on us.The key is building systems that just work. When someone opens an account, it should be straightforward. When they make a payment, it posts when it’s supposed to. 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You will go through roughly the same interview process as our individual contributors, with additional interviews for manager skills.</li><li class="leading-relaxed">Be familiar with our tech stack (specifically, Haskell, and TypeScript), or have an interest in learning it.</li></ul>We encourage you to try our <a href="https://demo.mercury.com/dashboard" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">demo site</a> if you’re interested in applying for the role.The total rewards package at Mercury includes base salary, equity, and benefits.Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. 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Please see the independent bias audit report covering our use of Covey <a href="https://getcovey.com/nyc-local-law-144" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">here</a>.#LI-ES1Create a Job AlertInterested in building your career at Mercury? Get future opportunities sent straight to your email.<a href="https://my.greenhouse.io/users/signin?jobboard=mercury&source=jobalert" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Create alert</a>Apply for this job------------------\* indicates a required fieldAutofill with GreenhouseFirst Name\*Last Name\*Email\*PhoneCountry\*Phone\*Resume/CV\*AttachAttachDropboxGoogle DriveEnter manuallyEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfCover LetterAttachAttachDropboxGoogle DriveEnter manuallyEnter manuallyAccepted file types: pdf, doc, docx, txt, rtf<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">* *</li></ul>LinkedIn ProfilePortfolioWebsiteUpload anythingAttachAttachDropboxGoogle DriveAccepted file types: pdf, doc, docx, txt, rtfPast work, references, side projects, fun facts, recent poetry, etc.Will you now or at any time in the future require visa sponsorship?\*Select...From where do you intend to work?\*Please list city and state/province (San Francisco, California, Toronto, Ontario, etc.)Submit application

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Lead/Principal Brand Designer

Lead Product Marketing Manager

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