Help Scout

Help Scout

Lead/Principal Product Manager, Intelligence

United States · Principal

Work authorization requiredDetected 7 days ago
RESTProduct ManagementProduct StrategyCRMRecruitingResearchCommunication

About the role

  • 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.
  • What makes this role hard is also what makes it interesting: 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.

Responsibilities

  • Own the full product roadmap for the Intelligence pillar: Topics, Sentiment detection, CX Score, and contact/company profiles enriched with conversation data
  • Define the conversion moment: CX Score and churn risk alerts are the features that make a customer want to pay for Understand. You'll own how those land and what they trigger
  • 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
  • You understand what makes an insight actionable vs. merely interesting, and you design toward the former
  • 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
  • The Intelligence pillar is how Help Scout transforms from a tool that manages support into a platform that improves a business.
  • This is how support stops being a cost center and starts being a competitive advantage - for our customers, and for us.
  • You'll build the product that makes that case, and closes it.

Requirements

  • You have a point of view on where these tools are heading and how they're changing the shape of PM work

Skills

  • That means shipping and learning faster, without compromising on craft.

Compensation

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

Benefits

  • Flexible time off - you choose the holidays and vacations that make sense for you
  • 12 weeks of fully paid parental leave for all new parents, including adoption and foster care
  • 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
  • If you're in the U.S. or Canada, we offer top tier health insurance for you and your dependents.
  • 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.
  • 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.

Company info

  • 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. Great work here carries a strong opinion and sweats the details, regardless of the tools we use to drive it.
  • We've been a fully remote team https://articles.helpscout.com/blog/remote-culture/ since day one, with 120+ teammates now all over the world. It's a culture where you'll be trusted to take ownership, stay curious, and raise the quality of work around you. It comes with clear expectations and a team that will push you to do some of the best work of your career.
  • If that kind of challenge gives you energy, we'd love to meet you.
  • 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.
  • Great work here carries a strong opinion and sweats the details, regardless of the tools we use to drive it.
  • We've been a fully remote team https://articles.helpscout.com/blog/remote-culture/ since day one, with 120+ teammates now all over the world.
  • It's a culture where you'll be trusted to take ownership, stay curious, and raise the quality of work around you.
  • It comes with clear expectations and a team that will push you to do some of the best work of your career.
  • 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
  • Spend time with customers: support leads, ops managers, and the business owners who care about what support data can tell them

Visa & Work Authorization

  • Teammates must already be authorized to work from their home country.
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This listing is sourced directly from Help Scout's careers page and normalized into a canonical job model.