Headquarters: Remote

URL: www.helpscout.com/careers

• This is a full-time, remote position. You’re someone who thrives working remotely without much (if any) oversight.
• Our entire support team works collaboratively to help customers, and you’ll be a product expert in all areas. You’ll spend most of your days sending timely, human replies to questions via email, but you’ll also craft documentation, troubleshoot potential bugs, and collaborate with the rest of the team to be as helpful as possible to our customers.
• Customer success is a big piece of the pie. You’ll work one-on-one with customers, helping them to get the most out of Help Scout. You might wing unplanned Skype calls and live screen-shares, or schedule meetings to talk about unique use cases.
• We won’t overburden you with empty policies or procedures. Doing what’s in the best interest of the customer is at the heart of what we do. We’ll give you plenty of autonomy to simply do what’s right, no questions asked. 
• We’re sticklers about the customer experience. We’re always refining and polishing the product to perfection. As someone on the front line, your understanding of the product and our customers is incredibly valuable. 
• We believe Support-Driven Growth creates a company environment that puts the customer’s needs first as we expand. Sustainable growth for Help Scout is a byproduct of putting our customers and their needs, first. The Customers team at Help Scout is a vocal and respected advocate for the customer, and we value strong collaboration with other teams.

• This job is Monday-Friday, 9a-5pm in your timezone.
• The entire team works out of the main queue, so you’ll spend much of your day helping current customers via email (if you’re curious to hear how our team works together, check this out).
• We work together as a team, and that means we challenge each other to improve as a team.  You are self-sufficient and love the challenge of solving problems and learning new things. 
• We’re looking for someone with at least one year of support experience. You’re passionate about support and the role it plays in a company. This isn’t your first rodeo, nor is it a stepping stone. 
• You welcome an environment where you can do great work independently.
• You’re patient and hardy, with an excellent sense of humor. You’re an exceptional listener and educator, and you’re naturally curious with a strong desire to learn.
• You’re an incredible communicator, fluent in written English. You’re just as comfortable on the phone or in person as you are in an email. Your writing is clear and simple, with a proper dose of empathy.
• You have rare people skills that allow you to get out in front of problems, and proactively help customers with potential troubles. You’re an empathetic problem solver who goes out of their way to help people always.
• You have a good old fashioned work ethic, day in and day out. You have grit and take initiative and ownership to see things through to completion. If it needs doing, you do it.
• You aren’t scared of 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 and balanced.

• Competitive Salary – We pay at or above market salary in most cases and evaluate a lot of research to make sure everyone is paid well. The formula we use to calculate all salaries is public to employees and is improved upon regularly.
• 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 trust you.
• Paid parental leave, including adoption and foster care– 12 weeks for primary caretaker and 4 weeks for secondary caretaker.
• 401k with 1% match– via Betterment for Business (currently US only)
• Personal Development stipend – Up to $1,800 per year to improve your craft
• Great tools – Each employee will be provided with a Mac laptop and 27” display (or equivalent equipment of choice). We’ll also purchase any additional software or hardware you need.
• Complete transparency – Everyone has full access to business metrics and financial information about the company.

To apply: https://jobs.lever.co/helpscout/e111d50a-0ad0-4757-aeed-e872ec1d21d3

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