Happiness Engineer - Customer Support & Success

Are you a skilled recruiter with high volume experience in the fintech industry? Are you looking for a challenging and dynamic contract role that allows you to work flexibly for 6 months? Look no further!

Tasks

Our fintech client, is seeking a Senior Contract Recruiter in Europe to join their team during a time of change and growth. As the company continues to expand and evolve, our client needs a talented and driven individual to assist in finding the best candidates for all open positions.

As a Contract Recruiter, you will play a crucial role in identifying, attracting, and hiring top talent for our client. Your responsibilities will include sourcing and screening candidates, conducting interviews and working closely with hiring managers to understand their needs and develop effective solutions to meet those needs.

Requirements

To be successful in this role, you must have a deep understanding of the fintech industry and its talent landscape. You should be a sourcing expert and able to creatively utilise various recruitment methods with a limited budget, including online job boards, LinkedIn Sales Navigator and social media.

Strong communication and interpersonal skills are a must, as you will be interacting on all levels with international candidates, hiring managers, and other HR team members on a daily basis.

With our client undergoing a period of change, we need someone who is adaptable, resilient, and able to work in a fast-paced environment!

Your ability to multitask and prioritise will be critical in managing a high volume of recruitment activities.

Benefits

This is a contract position for approximately 6 months, located in European timezone.

If you are a results-driven and adaptable Contract Recruiter (Sales/Business or Technical) with a passion for finding top talent, we would love to hear from you.

Please answer these questions in the 'cover letter' field on the application form:

• Have you previously worked in the UK or collaborated with British-based teams?
• Are you currently working remotely or from home?
• Have you had any experience working as an independent contractor in the past?

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Description

• Role: Senior Product Manager
• preferred experience is product management in SaaS companies in the observability, monitoring, and incident management field OR devops/devops tools/devops or operations focused services or toolchains.
• absolutely required experience: tech SaaS
• Engagement: long-term contract
• Reports to: CEO & Head of Product
• EU candidates only

The Senior Product Manager (Monitoring and Incident Management) at Uptime.com plays a crucial role in shaping and expanding our cutting-edge availability monitoring platform. As we rapidly grow our capabilities and features, we are dedicated to meeting the needs of our fast-growing customer base, especially those in small and medium businesses, as well as scaling up to serve enterprises.

In this role, you will be responsible for driving the development and growth of our monitoring and observability platform. Your focus will be on driving user adoption and ensuring customer satisfaction. Collaborating closely with our Product Team, you will help shape and deliver on our product roadmap, write stories, design features and prioritize backlogs of various engineering teams.

‍Your contribution will be instrumental in advancing the mission, vision, and strategy of our product.

Being a customer-oriented company, Uptime.com places great importance on building strong relationships with our customers. Our goal is to create the best monitoring platform that addresses the unique requirements of our valued customers.

‍What you will do:

• Our team is looking for a dynamic Product Manager to join us in executing and enhancing our product roadmap. In close partnership with the Head of Product, Product Managers and UX Designers, you will engage with the cross-functional Product Development team to identify and prioritize new features and functionality. You will also play a vital role in defining the go-to-market strategy for new releases.
• As a Product Manager, you will monitor requirements and partner with other product managers on Uptime Core Monitoring product, Incident Management and other observability focused features. Supporting the product development process, you will work with the Head of Product to define product requirements, collaborate with the engineering team to design and build new features, and assist in release processes.
• Analyzing market trends and gathering customer feedback are crucial aspects of this role. By collecting customer feedback, you will equip the Head of Product and Engineering Leaders with valuable insights to make informed product development decisions.
• In addition, you will have the exciting opportunity to build and maintain relationships with key customers. This includes conducting customer interviews, attending industry events, and collaborating with the sales team to identify and pursue new business opportunities.
• With your creativity, you will create low-fidelity mockups and wireframes to facilitate both internal and external customer conversations. You will collaborate with the UI Design Team to iterate on elegant and highly usable designs that will delight our Uptime.com user community.
• In this role, you will manage projects from ideation through to completion, working closely with Engineering, Product Marketing, Support, and QA Teams to ensure successful implementation.

Requirements

What you will need:

● Have previous experience as a Product Manager at a high-energy company that focuses on SaaS, in the observability, monitoring, and incident management field OR devops/devops tools/devops or operations focused services or toolchains.

● Have a track record of working in an agile, team based development environment and collaborating with Engineers to write User Stories and UX team members on designs.

● Engage with teams around the world, working primarily async fashion with ability to dynamically adapt to changing requirements, challenges and technical dependencies in order to build new features and capabilities.

● Be familiar with building and managing complex software services on a large scale.

● Display exceptional prioritization and problem-solving skills in a competitive environment.

● Have the ability to gather, research, and analyze data from various sources (market data, customer services, sales) in order to define business requirements and MVPs.

● Possess business knowledge and acumen to engage in technical discussions with engineers and effectively communicate complex technical solutions to both technical and non-technical customers.

● Exhibit excellent communication, facilitation, and presentation skills to identify needs, explain features, articulate decisions, and gain alignment to drive projects forward.

● Embrace a collaborative mindset and have the ability to build strong cross-functional partnerships.

● Be intellectually curious, self-aware, and demonstrate a rapid learning and adaptability.

The ideal candidate for this role will have a strong technical background and experience in product management, particularly in the SaaS space. They should possess excellent communication and leadership skills and thrive in a fast-paced and dynamic start-up environment.

Benefits

How we will support your growth and success:

• Work closely with executives, leadership and cross-functional organization including engineering, marketing and business operations.
• Professional development opportunities to further skills and knowledge.
• A collaborative and supportive team of smart, passionate people who are all focused on a common goal to build and operate the best monitoring service in the world.
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• Work From Home

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Static and dynamic content editing

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What You’ll Do:

• Design jackpot visuals, logos, icons, and promotional graphics.
• Work on marketing campaigns (emails, banners, social media).
• Collaborate with developers to ensure flawless design implementation.
• Refine existing promo content to boost engagement.

What We’re Looking For:

• 5+ years of design experience in the gambling or gaming industry.
• Proficiency in Photoshop, Illustrator, Blender, and Figma.
• Experience with jackpot features and UI elements.
• A creative, resourceful mindset with attention to detail.
• Bonus: Experience with Spine animation and prototyping tools.

What’s in It for You:

💰 Benefit from a transparent and systematic quarterly bonus system.

⏰ We offer a flexible work schedule to accommodate your needs.

🏠 Choose to work remotely, providing greater flexibility and comfort.

🏖️ Enjoy unlimited paid vacation leave, including bank holidays.

🤒 Take unlimited paid sick leave whenever necessary.

📚 Get reimbursement for professional development courses and training. We provide access to the latest tools and training for continuous growth.

Bring your passion for design and gaming, and let’s shape the future of entertainment together! 🎨

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How to customize formatting for each rich text

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What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

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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.

Your Impact

Marty Cagan said, "Behind every great product, there is a person with great empathy for the customer, insight into what is possible, and the ability to see what is essential and what is incidental." We'd like for you to be that person. Together, we're on a mission to build products people love.

Note: For our Product Management, Product Design, and Engineering roles, we are only able to hire in the United States.

About the role

• You’ll lead the cross-functional growth work-stream, collaborating closely with senior leadership to develop the strategy and plan for driving growth at-scale.
• You’ll work on interesting challenges including the evolution of our pricing and packaging, free-to-paid conversion, funnel optimization, channel partnerships, and more.
• You’ll help educate and up-level the entire company on product-led growth, helping us focus on ways of driving impact within the business while simultaneously delighting our customers. This includes traditional areas of growth like onboarding and activation but could span any part of the product.
• You’ll report to the VP of Product and be encouraged to think big, do more with less, and craft a beautiful user experience. We don't have our competitors' resources, but we can still build better products if we focus on the right things.
• You'll spend time talking with customers, understanding the market, learning from competitors, and collaborating with our internal support team. You'll translate what you learn into insight and product ideas to explore with the team.
• This is not a growth role solely about optimization. We expect you to identify and go after big opportunities, even if they are things we’ve never done before.
• You are accountable for determining what the team should build, identifying the quickest path to success, and ultimately landing the work with customers. You'll have the runway to continue iterating as long as it's driving positive results. You won't be responsible for project execution — this is not a project management role. Other team members oversee project execution alongside technical program managers (TPMs).
• Success in the role is measured across three dimensions: customer delight (customers use and love using what you make), business impact (influences company goals), and core competencies (outlined in the next section).
• You’ll be an individual contributor (not manager) but as with any successful product role, you’ll need to lead through influence and trust to get things done.

About you

• You have at least three years experience leading a team driving growth, ideally in a B2B SaaS product space with either a freemium or free trial, with the ultimate goal of getting customers to the a-ha moment where they buy the product.
• You love data and use it to inform your decisions and measure your success.
• You can create a compelling roadmap and plan that meaningfully drives customer and conversation volume. Collaborating with teammates and customers, you create the strategy, put the puzzle pieces together, and get everyone running towards the same outcomes.
• You are an outstanding communicator. Our fully remote team has a strong writing culture. Regularly, you'll have to synthesize a complex subject, simplify it to the essentials, and communicate about it clearly in writing.
• You can operate effectively in the details.  When you collaborate with designers and engineers, the work consistently gets better. When it's time to communicate with customers about a new feature, you jump in to support the go-to-market strategy.
• You are skilled at translating customer challenges into beautiful product experiences, breaking them into small pieces, and galvanizing the people around you to run after them with a sense of urgency.

About the Process

1. Recruiter Chat - you’ll meet with someone from the recruiting team to review your experience and go over logistics like compensation, benefits, and company culture.

1. Value add - you’ll meet with Scott, VP of Product, to talk more about the role.
2. Cross-Functional Chat - you'll meet with 2 people you will work closely with, either on your direct team or cross-functionally.
3. Project - we’ll give you a take-home project that’s expected to take 6-8 hours (we’ll pay for your time), then you’ll present it back to the team.
4. 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.
5. References - we’ll ask you for three references. Ideally, we’d like two of them to be managers, but we can be flexible.
   

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.

For this role, our salary range is $181,000 - $218,000 plus our standard benefits that include a generous equity package.

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, Product Management, Product Design, and Engineering 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, Germany, 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.

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.

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

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How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.