Who we are
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!
Company values
Happy to Help
Help is our first name. We show up for others, not because we have to, but because we want to. We share knowledge and give freely by default, and operate with generosity and empathy for each other, our customers, and our community. After all, there is no I in team (or software).
Craft over Convention
Although it’s tempting to follow a well-worn path, we push ourselves to run beyond it — even when that sets us apart from our peers. We’re building a culture where it’s safe to be ambitious and hold each other to high standards. That’s why we obsess over the last 10%, because it shows up for our customers and the business in powerful ways.
Progress not Perfection
The work of building a product, culture, and brand is never done – we ship our best effort, listen, iterate, then repeat. Seeking progress requires the vulnerability to be curious, humble, and hungry to learn. Great ideas can come from anywhere, so we share our work openly, welcome the perspective of others, and continuously search for what can be improved.
Own the Outcome
Ownership is key to our collective success. We consider the impact on our team and our community before we act, and believe that trust and integrity are non-negotiable. To create a better future, our decisions are made with stakeholders today and ten years from now in mind.
Read more about how we define, share, and live these values here.
Opportunity
Help Scout was a pioneer in the early days of B2B SaaS content. Our blog has been a well-loved source of truth, comfort, and actionable advice in the customer support community and the key driver of our growth. As the search landscape changes and our market gets more crowded, we’ve adjusted our approach to get more leverage from other marketing channels. We’ll never outspend our competitors, but we’re investing more than ever in paid marketing to accelerate signups, expand brand awareness, and optimize our digital presence. Now, we need an expert to help us hone our strategy.
We’re looking for a scrappy, data-driven performance marketer to grow and scale Help Scout’s paid marketing channels. We’ve got a best-in-market product story, strong creative assets, and stellar copywriting — all we need is the right person to help us with distribution and optimization. If you thrive in a fast-paced, test-driven environment and want to enhance an early-stage paid marketing motion, we want to meet you.
About the role
- Develop, own, and communicate paid marketing metrics. As the owner of the paid signups number, you’ll define, track and report out on key performance indicators and provide insights and recommendations to leadership. You know what’s needed from each channel to hit your number, and if something’s off, you’ve got a plan B to get there.
- Manage and optimize our always-on campaigns. You’ll lead iteration of ad copy and creative assets, bidding strategies and budget allocation to drive volume and gain efficiency in paid search and Google display network.
- Experiment with new paid channels. You’ll identify opportunities for new channel investments (paid social, affiliate, direct mail, OOH), drive alignment with leadership, launch campaigns and create the game plan for evaluating their performance.
- Collaborate to enhance organic acquisition. Partnering with our content team, social producer and SEO contractor, you’ll identify ways for paid and organic channels to work in harmony.
About you
- You have a scrappy, results-driven mindset— you’re comfortable working with ambiguity and appreciate how constraints force you to out-creative the competition
- You’re a paid media expert with vast experience across paid channels. You know the search landscape and the ideal benchmarks for paid alphabet soup (PPC, CPM, and ROAS).
- You have strong analytical skills with experience using Google Analytics, Google Tag Manager, and attribution tools
- You know how to execute rapid experimentation and adapt your strategy based on data insights
- You have excellent verbal and written communication skills, and are adept at presenting performance insights and strategies to cross-functional teams and senior leaders
- You’re comfortable operating on a lean team and with a modest budget
About the Process
- Value add - You'll meet with Kristen, VP of Marketing, to talk more about the role and your experience in more detail.
- Tech Screen - You'll meet with two members of the team to dive deeper into your paid marketing experience.
- Logistics Chat - You'll meet with Mary on the Recruiting team to chat through compensation, benefits, timeline, and company culture.
- Project - We’ll give you a take-home project (we’ll pay for your time), then you’ll share it back to the team.
- Final Chat(s) - 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.
- References - We’ll ask you for three references. Ideally, we’d like two of them to be managers, but we can be flexible.
Who you'll work with
In this role, you’ll work with virtually everyone at the company at some point, but your day-to-day crew will be made up of:
- Kristen Bryant Smith, VP of Marketing - your manager and coach
- Hillary Noble, Director of Content and owner of our organic acquisition channel
- Andrea Kayal, CRO and our in-house demand gen expert advisor
- …plus a whole other cast of smart, lovely characters across marketing and design!
Compensation
Each role at Help Scout has a pay range aligned to our salary formula and based on national market data. We take a competency-based approach and pay is based on the level and band of your role. We assess leveling during the hiring process for new teammates, during our bi-annual performance review cycles, and when a teammate’s role changes.
Our remote compensation philosophy is not based on the employee’s geographic location. You are paid the same no matter where you live.
The salary range for this role is $123,000 - $141,000
Perks & Benefits
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.
Hiring Guidelines:
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, Finland, Ireland, Netherlands, Poland, United Kingdom, Denmark, Italy, Spain and Norway.
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.
A note on the use of AI in our interview process
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.
About Help Scout
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.
