Job Description

As a Technical Support Specialist, you’re at the heart of what drives us — our customers. You’ll have a considerable impact on the company in a number of ways. You’ll help customers learn the best way to use Help Scout for their team. You’ll be a voice for the customer, ensuring the company is learning from customer experiences with the product (both good and bad!). And as a member of the Customers Team, you’ll help our team develop and refine systems to make sure we’re always improving.

Our ideal hire is motivated by what we’re doing as a company, believes in the value of quality technical support, and is eager to contribute to the success of our customers. As someone who is first in line to help, your understanding of the product and our customers will be incredibly valuable.

About the Role

The entire team works out of the main queue, so you’ll spend much of your day helping potential and current customers via email. While email support will be the majority of your day, everyone on the team helps out in Beacon chat, and you’ll also hop on impromptu calls with customers when needed.

You’ll become an expert in all areas of the product. You’ll troubleshoot potential bugs, document feature requests, and collaborate with the rest of the team to help elevate the voice of the customer at Help Scout. We’ll help set you up for success to become a mindful, contributing member of our support team. Specialists help a minimum of about 250 customers a month, but we won’t overburden you with quotas, empty policies, or unnecessary procedures. Doing what’s in the best interest of the customer is at the heart of what we do.

Career Growth on the Customers Team

The Customers team is a vocal and respected advocate for the customer at Help Scout, and we value strong collaboration with other teams, including Engineering and Product, Marketing, Sales, and People Ops. We care about your career development as a support professional, and we’ll make sure you’re developing skills and knowledge that will serve you for years to come. To learn more about our team structure and opportunities for growth within the Customers team, check out this blog post: Career Paths for Customer Service Agents at Help Scout. We actively promote from within the Customers team – both for managers and specialists.

Just the Facts

• This is a full-time, remote position. You’re someone who thrives working autonomously and don’t need much (if any) oversight to get things done.
• For this role, we are only able to hire in the United States or Canada.
• We are looking for someone who can work Tuesday through Saturday, approximate 9am-5pm Eastern or Central time.
• Salary: We have an internal transparent salary matrix for each team. For this role, the salary options are $81,000, $84,000, or $87,000 USD.

About You

• You take initiative and ownership to see things through to completion. If it needs doing, you do it.
• You’re eager to take on challenges. 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.
• We work together as a team, and that means we encourage each other to improve as a team. You are self-sufficient and love the challenge of solving problems and learning new things.
• You have some experience working in Support or Success. You’re passionate about support and the important role it plays in a company, and you’re excited to build a customer-centric career.
• You welcome an environment where you can do great work independently.
• You’re patient, an active listener, and you’re naturally curious with a strong desire to learn.
• You’re an incredible communicator, fluent in written English. Your writing is clear and simple.
• Your empathy and self-awareness help you intuitively and proactively solve potential customer troubles. You’re a problem solver who goes out of their way to help people – always.

About the Process

1. Value add – you’ll meet with Katie, Director of Support, or Alyson, Support Manager, to talk more about the role and your experience.
2. Technical Screen – you’ll meet with two of our Technical Support Specialists to dive deeper into your experience.
3. Logistics – you’ll meet with Mary on the Recruiting team to chat through compensation, benefits, timeline, and company culture.
4. Project – we’ll give you a take-home project (we’ll pay for your time), then you’ll present it back to the team.
5. 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.
6. References – we’ll ask you for three references. Ideally, we’d like two of them to be managers, but we can be flexible.

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.

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.

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