Customer Success Specialist at Help Scout (Remote)

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Help Scout is a remote first company, with 147 employees working from 80+ cities all over the world to build helpful, human customer service tools. Our mission is to support small businesses with tools that make customer support more helpful and human. Today we’re supporting more than 12,000 of them — we’re passionate about this stuff! We’re also a Certified B Corporation.

The Customer Success team is focused on helping our customers to accomplish their business goals using our software. We support our global customer base by proactively providing them with education resources that enable product adoption which ultimately delivers business value. 

As one of our first Customer Success Specialists, you’ll become an expert in all areas of the product in order to be able to provide guidance on best practices and specific use cases that all our customers can employ, from a complete novice who’s running a trial to a long-time customer who’s been using Help Scout for years. 

Please note, at this time we are only able to hire candidates in the United States for this role.

About the Role

  • The team operates at scale through high leverage activities. That means one-to-many and able to scale nicely without a large additional commitment of resources. In terms of customer engagement our primary channels are hosting live online classes and developing self-serve resources like text articles, screen recordings, and in-app guidance. From time to time you will need to work with customers on an individual basis through video conferencing.
  • The rest of the Customers team works out of the main support queue, and you’ll also spend some of your time helping potential and current customers via email. If you’re curious to hear how our team works together, check out this webinar.
  • We partner closely with other teams like Product, Marketing, and Sales and you will be expected to regularly liaise with them in order to move projects forward and accomplish our shared objectives.
  • Salary: We have an internal transparent salary matrix for each team. For this role, our salary options are $75,000, $78,000, or $81,000 depending on experience. Read more about how we approach compensation here!

About You

  • You have some prior work experience (1-3 years) in Customer Success at an enterprise software company. You care deeply about helping customers and our bigger goal of improving customer service.
  • You are highly motivated and self-sufficient. You have a relentless drive to accomplish goals in a timely fashion without sacrificing quality.
  • You can quickly pick up the know-how of our software, its basic functionality, nuances, and most importantly its application in real-world business contexts.
  • You are full of ideas and possibilities and don’t hold back on sharing them with others and pursuing them. If you think something doesn’t look right or could be done better, you make sure that your voice is being heard.
  • You have top-notch verbal communication skills and are able to use them to quickly react and adapt to customers in real-time. Your writing ability is also strong and flexible enough to apply to both customer emails and best practice documentation alike.
  • We work together as a team, within the Customers team and across every other function in the company. You have a knack for gaining trust and building strong working relationships with your peers and colleagues.
  • Please note, at this time we are only able to hire candidates in the United States for this team.

Who You'll Work With

  • Ken Tong, Director of Customer Success - you’ll report to him!
  • Alison Groves, Senior Onboarding Specialist
  • Melanie Shears, Senior Documentation Specialist
  • Chris Im, Marketing Operations Manager
  • Saphiya Hindeyeh, Marketing Campaign Manager

Competitive salary - Our salary formula is public to all employees (but doesn't divulge your specific salary) and we update it at least once per year. Your salary is the same no matter where you live. Our goal is to pay at or above the market rate of a US-based tech hub like Boston or Seattle.

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 recommend 3-4 weeks in addition to public holidays, but there are no firm rules. We trust you.

Sabbatical - After you've been at Help Scout for 4 years, you get a month of paid vacation (in addition to regular vacation) and $2,500 to spend towards travel, learning, projects or anything else during your time off. Read about what our CEO did.

Paid parental leave, including adoption and foster care - 12 weeks of paid leave for all new parents.

401k with 1% match- via Betterment for Business (currently US only)

Personal Development stipend - Up to $1,800 per year to improve your craft

Bonuses - everyone is eligible to receive a quarterly bonus up to 8% based on shared company revenue goals.

Set you up for success — we’ll get every new teammate a Mac laptop or equivalent of their choice, and provide a $1500 stipend so you can feel ready to work from home. We also cover up to $350 USD per month if you'd like to rent a co-working desk somewhere.

Complete transparency - Everyone has full access to business metrics and financial information about the company.

About Us
Help Scout is made by roughly 160 people in 80+ cities around the world, all with a passion for helping others. We come from diverse backgrounds and are united by an enthusiasm for great products and delightful customer experiences. Help Scout launched in 2011 and today we have more than 12,000 paying customers in 140+ countries.

Why Help Scout?
We're remote. It doesn’t matter if you’ve worked remotely before — we’ve been doing it for nearly a decade and are helping to write the playbook — we’re happy to show you the ropes. Most folks that get a taste of working in a "remote first" company have a hard time going back to the old way of doing things.

We’re passionate about diversity and inclusion. The data is abundantly clear about diverse teams being more successful, and we're dedicated to setting the team up for success. Today our leadership team is 62% women, and that's just the start. Here's our DEI Dashboard where you can see all of our team demographic data and read about our commitment to this work.

We're committed to SMBs for the long term. Help Scout is focused entirely on serving small and midsize businesses, typically up to 500 employees, because those companies view customer service differently. It's not a cost to be optimized, it's their most effective marketing tool and a key differentiator from the competition. We built Help Scout for companies that truly value being customer-centric (like us) and want a product that shares their values.

We're leaving the world better than we found it. Did you know Help Scout is a certified B Corporation, with a mission to give away at least 1% of our product through Help Scout for Good? Our company exists not just to help ourselves, but to invest in our team, our customers, our community, and our environment.

Our commitment to you
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.

More Information on Help Scout
Help Scout operates in the Other industry. The company is located in Boston, MA and Boulder, CO. Help Scout was founded in 2011. It has 171 total employees. To see all 11 open jobs at Help Scout, click here.
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