Help Scout

Sr. Product Analyst

United States · Senior

Work authorization requiredDetected 37 days ago

PythonBigQuerydbtProduct Strategy

About the role

Help Scout is hiring its first dedicated Product Analyst.
You join at an unusually good moment: the data team is standing up a comprehensive BigQuery-based data lake that will land usage events, activation signals, conversation analytics, and customer state in a modeled, query-ready form.
By the time you are in your seat, the underlying data infrastructure to do your job well will already be there - you will be free to focus on insights from day one, not plumbing.

Responsibilities

Partner with the Product team. Sit alongside PMs, designers, and engineering leads. Scope analytical questions, prioritize them against product roadmap needs, and deliver findings that change what gets built.
Own Mixpanel. Run our Mixpanel instance: instrumentation strategy, event taxonomy and naming conventions, tracking specs for new features, the Mixpanel Lexicon, debugging, and reporting. Decide what should be tracked client-side vs. server-side.
Build the product analytics layer in Hex. Create and maintain dashboards and notebooks for the core product KPIs - activation, engagement, retention, feature adoption. Make them useful enough that PMs actually open them.
Design and analyze experiments. Help PMs scope A/B tests properly: define success metrics, calculate sample size, set guardrails. Analyze results rigorously. Document learnings so we don't re-run the same test in two years.
Collaborate with the Data Platform team. Work with the data engineers building the lake to make sure product event data, activation signals, and customer state are modeled correctly in dbt and surfaced in the gold layer for analytical use.
Document. Maintain a living glossary of metric definitions, event semantics, and common analyses. Make it easy for the next person to pick up where you left off.
Hands-on Mixpanel experience - instrumentation design, event taxonomy, funnels, retention, cohort and segment analysis. You should have opinions about what makes Mixpanel implementations good or bad.
Partner with the Product team.

Requirements

3-5 years in a product analyst, product data scientist, or product-focused analytics role at a SaaS company.
You can tell the difference between an interesting chart and a chart that should change a roadmap decision.
You can write the story.
You are defining a function, not slotting into an existing one.

Nice to have

Experience with Hex or similar notebook-style BI tools.
Experience working in BigQuery.
Experience with product-led growth (PLG) analytics.
Comfort with feature flagging tools (LaunchDarkly, GrowthBook, etc.) and tying flag exposures to product metrics.
Python for ad-hoc analysis or lightweight modeling.
Working knowledge of Help Scout's product, the existing Mixpanel implementation, the core product KPIs, and the product roadmap.
First conversations with each PM on the Product team.
You know what their open questions are.

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.

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.
Surface customer insights. Analyze how customers use Help Scout - activation patterns, feature adoption, retention drivers, friction points, end-user behavior. Translate these into product narratives that PMs can act on.

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.