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
As a Technical Program Manager (TPM) at Help Scout, you keep the trains running on time. You navigate cross-team dependencies, organize systems of record, and support successful execution of projects. Thanks to you, our engineers, product managers, and designers can focus on delivering the most value to our customers.
The Team
The Engineering team works on the features and services that fuel Help Scout’s ongoing evolution. Collaborating with multiple engineering teams, we focus on designing, implementing, and maintaining robust, scalable, and efficient systems for today’s and tomorrow’s challenges. You will be part of our Experience Org led by our CEO, Nick Francis.
Timezone Note
Since remote team members live between EU and PT time zones, we require that your regular working hours overlap with 8 to 12 pm ET to ensure several solid blocks of overlap time with your team members.
About the Role
You’ll partner with 3-4 cross-functional teams to initiate and execute large scale technical projects that deliver meaningful value to our customers. These projects could include AI-driven functionalities (drafts, assist, summary), seamless integrations with prominent third-party platforms (Shopify, Instagram, Messenger), and the expedited enhancement of current features (e.g., the integration of new branding elements into our Inbox, optimizing reporting capabilities).
You’ll define project success criteria with your partners in Product Management and Engineering and then create a project plan with measurable milestones within a feasible timeline.
Your ownership and execution will help the work go smoothly, anticipating risks and offering mitigation solutions along the way.
Communication and documentation are critical, and you’ll provide clear and transparent updates on progress, issues, and risks to keep stakeholders aligned.
About You
You’re at the heart of merging technology with execution, guiding projects from start to finish. Your systematic approach simplifies collaboration while driving innovation. Detail-oriented yet always eyeing the big picture, you turn obstacles into success stories.
You’re a skilled communicator that ensures all stakeholders are on the same page, fostering a culture of accountability, rigor, and continuous improvement.
You excel in Project Management principles, practices, and techniques. Your proficiency ensures successful outcomes, prioritizing customer satisfaction and business outcomes.
You operate in the details with your teams and know when to ask the right questions that help technical teams think through complex problems.
You recognize areas of improvement and develop solutions. Your actions have a measurable impact on the efficiency of your projects.
You communicate your opinions, gather feedback, and improve them. Your informed vision of this role and your openness to feedback create a safe environment for everyone to share their needs and feedback with you.
About the process
Recruiter Chat - you’ll meet with someone from the Talent team to review your experience and go over logistics like compensation, benefits, and company culture.
Tech Screen - you’ll meet with Luis, Director of Platform Engineering and hiring manager, and Siray, Technical Program Manager. This chat will be a deep dive into your technical knowledge, but there won’t be any problem-solving or white-boarding on the call.
Project - we’ll give you a take-home project that’s expected to take no more than 6 hours. We’ll pay you for your time and provide feedback! As part of the project, you will present it to some folks on the team, including our CTO, a Product Manager, and some folks on our Security and Privacy team.
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. 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 Product Management, Product Design, and Engineering Manager 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.
