Teams at Help Scout

Build customer-facing intelligence features end-to-end with a frontend focus using TypeScript and React. Ship production-grade LLM capabilities (RAG, embeddings, prompt engineering), ensure reliability, observability, accessibility, and stay close to customers to measure outcomes.

Build end-to-end, customer-facing AI features with a frontend center of gravity: implement LLM-backed flows (RAG, embeddings, agentic tool-calling), craft fast accessible UIs in TypeScript/React, instrument evaluation and monitoring, and own outcomes from design through production and customer feedback.

Lead the Intelligence product pillar, owning roadmap and delivery for Topics, Sentiment, CX Score, and profiles. Ship early value, define monetization and conversion, coordinate cross-pillar interfaces, partner with data and gateway teams, engage customers, and work with GTM on messaging for a net-new data product in Help Scout's Understand tier.