Head of Products - Remote

Help Scout builds software for relationship businesses — companies that earn loyalty through outstanding customer service. We’ve been on this journey since 2011, and today more than 10,000 companies use our platform to support customers of all types, from clients to patients and beyond.

Now we’re in a new chapter: not only building AI that gives teams more space to focus on the customer experience, but also reimagining how we operate in an AI-native world. That means shipping and learning faster, without compromising on craft. fully remote team

It’s a culture where you’ll be trusted to take ownership, stay curious, and raise the quality of work around you. Help Scout has earned something most software companies never get: genuine trust. 10,000+ businesses use us because we've always believed that customer relationships are the business — and that every interaction, no matter who or what handles it, should feel like it came from someone who cares. Now it's the foundation for something bigger.

Every conversation that flows through Help Scout carries a signal: what a customer needed, how they felt, whether they got it resolved, whether they'll come back. Across 10,000 businesses and millions of conversations, those signals add up to something extraordinary — a real-time view of customer health that most companies are desperate for and very few have. The Intelligence pillar is how Help Scout transforms from a tool that manages support into a platform that improves a business. Churn risk alerts before a customer walks. This is how support stops being a cost center and starts being a competitive advantage — for our customers, and for us. The Intelligence pillar owns the product layer that turns conversations into insight: Topics (what customers are asking, in aggregate), Sentiment (how they feel, over time), CX Score (a composite health signal per contact and company), and the contact and company profiles that surface all of it. It's a net-new product area for Help Scout — early in adoption, high in strategic weight, and directly tied to our Understand revenue tier.

Intelligence isn't just a standalone product. It's a cross-pillar primitive — Agent needs its signals, Conversations surfaces its data, and GTM needs a clear story about what it's worth. You'll own all of that: the product, the conversion moment, and the interfaces that make Intelligence useful across the rest of the platform. You'll report to Scott Rocher, our Chief Product Officer.

Own the full product roadmap for the Intelligence pillar: Topics, Sentiment detection, CX Score, and contact/company profiles enriched with conversation data

Ship the near-term: get Topics and Sentiment in front of customers fast, with a clear value signal — then use what you learn to sequence what comes next

CX Score and churn risk alerts are the features that make a customer want to pay for Understand. Treat Intelligence as a shared primitive, not a standalone product. Partner with the Gateway and Data teams to ensure the underlying infrastructure can support the aggregates Intelligence depends on, especially as CRM and lifecycle data start flowing in

Spend time with customers: support leads, ops managers, and the business owners who care about what support data can tell them

Work with GTM on the messaging for Understand — this is a net-new category for Help Scout and the story needs to land clearly

You've built data or analytics products before — you think naturally in aggregates, trends, and signals, not just features

You're data self-sufficient. You pull your own queries, run your own analyses, and use numbers to validate bets and pressure-test direction — you don't wait for someone else to tell you what the data says

You have strong monetization instincts around data products. "You're patient enough to build a foundation correctly and urgent enough not to over-engineer before you've validated what customers actually use

You're genuinely fluent with AI tools and treat them as part of your craft — for research synthesis, pattern-matching across customer signals, strategy testing, and rapid prototyping. Intelligence is a cross-pillar primitive — if you hoard it, it fails. Help Scout runs on writing, and you make your thinking visible in one-pagers, briefs, and narratives that move decisions forward

You've worked in B2B SaaS and have a feel for what support leaders, ops teams, and business owners care about when they look at data

Happy to Help

Help is in our first name! We share knowledge freely, lead with generosity, and practice empathy with our teammates, customers, and community.

Our success relies on the quality and

So we insist on narrow focus, sweating every detail, and relentless pursuit of customer delight.

Competitive salary and an internal, transparent salary formula based on market data

Flexible time off – you choose the holidays and vacations that make sense for you

A home office stipend to help you get set up and productive

A co-working stipend up to $300 a month if you choose to work out of your house

A yearly professional development stipend of $1,800 to help you grow in your craft

S. or Canada, we offer top tier health insurance for you and your dependents.

All roles at Help Scout are fully remote. S. and Canada, we work with teammates as independent contractors under country-specific agreements.

We do not sponsor visas. Teammates must already be authorized to work from their home country.

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. On our end, we utilize a platform called Brighthire as a notetaker and review tool to ensure a fair and transparent hiring process.

All legitimate communication from Help Scout regarding your application will come directly from an

@ email address and through our applicant tracking system, Ashby. We will never ask for personal financial information or conduct interviews outside of these official channels.