Remote Job
The design team can't wait to meet you!
We’re passionate about diversity and inclusion. The data is abundantly clear about diverse teams being more successful, and we're dedicated to setting the team up for success. Today our leadership team is 62% women, and that's just the start. Here's our DEI Dashboard where you can see all of our team demographic data and read about our commitment to this work.
We're committed to SMBs for the long term. Help Scout is focused entirely on serving small and midsize businesses, typically up to 500 employees, because those companies view customer service differently. It's not a cost to be optimized, it's their most effective marketing tool and a key differentiator from the competition. We built Help Scout for companies that truly value being customer-centric (like us) and want a product that shares their values.
We're leaving the world better than we found it. Did you know Help Scout is a certified B Corporation, with a mission to give away at least 1% of our product through Help Scout for Good? Our company exists not just to help ourselves, but to invest in our team, our customers, our community, and our environment.
Senior Product Designer
Help Scout- $160.000 - $170.000
- fullTime
- Posted : 11 months ago
Well, hello! We’re Help Scout.
At Help Scout we make support software that empowers 12,000+ businesses to delight more customers. We're a remote company with 150+ employees in over 125 cities around the world — and we've been remote-first from day one. We believe that when teams represent different backgrounds, perspectives, and experiences, magic happens. The result is better products and a culture that enables everyone to bring their authentic selves to work. As a Certified B Corporation, we are using business for the greater good by remaining committed to inclusive, sustainable practices and their positive influence on our team, customers, community, and the environment.
Help Scout has always been a company that puts design and the customer experience at the top of every list—the right decision, always, is the best experience for the customer. You’ll be given the space, trust and autonomy to do your best work, and have the support of teammates who sweat the details and bring out your best.
About the role
- Product Designers at Help Scout are embedded on cross-functional teams that each own a specific area of the product. In close partnership with Product Management and Engineering, you'll play a key role in shaping the overall strategy and product direction by connecting business objectives with customer value.
- You’ll conduct research to enhance what we know about our customers, their use cases, their goals/challenges, and leverage both qualitative and quantitative data to validate and inform design decisions.
- As the dedicated designer on your product team, you’ll define the user experience and user interface through sketches, wireframes, prototypes, and visual design, partnering closely with engineers to iterate on your vision and make it a reality. From concept to completion, and every iteration in between, you will have a direct impact on how we get there.
- You’ll develop strong rationale for design decisions, and articulate your perspective to your team and stakeholders. Along the way you’ll have the support of teammates to ensure a consistent, quality experience is delivered to customers.
- You’ll use, contribute to, and help evolve Help Scout's robust design system.
About You
- For this role, we require you to be based in the United States, and Eastern time working hours are preferred. See A note about time zones below.
- You are experienced working on products people depend on every day, with a particular focus on conversational/messaging tools, user-generated content, and/or collaborative features and functionality.
- You over-invest in well crafted interaction and visual design that makes the customer experience feel human, modern and delightful. You leverage prototyping skills (HTML/CSS/JS a plus) to articulate your designs, especially in cases where interactions may be particularly nuanced.
- Your decisions are data-informed, and you have a proven ability to deliver excellent UI/UX while considering limitations of scale.
- You have experience planning and executing the experience roadmap for complex projects. You’re able to balance short-term priorities through the lens of a big-picture vision.
- You take full ownership of your work, and take responsibility for every last detail, every step of the way.
- You pride yourself on your collaboration with others. You are exceptional at outbound communication (both sync and async) and clarifying your design decisions with every touch point. You crave feedback, and understand how to apply it in your work.
- You have experience contributing to a design system, and have been an active participant in its evolution.
Who you'll work with
The design team can't wait to meet you!
- Jared McDaniel: Co-founder, Director of Product Design
- Product Designers: Seán Halpin, Alex Estrada Cline, Ben Pham, Kieran Hazell
A note about time zones
You are located in the United States and Eastern time working hours are preferred. We believe in strong work-life balance, and since you'll be working closely with Engineering, Product, and Design teams, we are focusing our search to this timezone. You must be able to commit to core working hours between 9AM-1PM EST.
Benefits
- Competitive salary - Our salary formula is public to all employees (but doesn't divulge your specific salary) and we update it at least once per year. Your salary is the same no matter where you live. Our goal is to pay at or above the market rate of a US-based tech hub like Boston or Seattle.
- Health and dental insurance - We cover you and your family's health/dental insurance 100%. If you are based in the US, we'll cover you on our Aetna policy. If you're based outside the US, we'll reimburse your out-of-pocket health and dental insurance costs.
- Long-term/short-term disability insurance & life insurance - we cover 100% of the premiums for LT/ST disability insurance and base life insurance. You also have the option to purchase supplementary life insurance through our provider (currently US only).
- Flexible vacation - Take time off when you need it! We recommend 3-4 weeks in addition to public holidays, but there are no firm rules. We trust you.
- Sabbatical - After you've been at Help Scout for 4 years, you get a month of paid vacation (in addition to regular vacation) and $2,500 to spend towards travel, learning, projects or anything else during your time off. Read about what our CEO did.
- Paid parental leave, including adoption and foster care - 12 weeks of paid leave for all new parents, including adoption and foster care.
- 401k with 1% match- via Betterment for Business (currently US only)
- Personal Development stipend - Up to $1,800 per year to improve your craft
- Bonuses - everyone is eligible to receive a quarterly bonus up to 8% based on shared company revenue goals.
- Set you up for success — we’ll get every new teammate a Mac laptop or equivalent of their choice, and a $1500 stipend so you can feel ready to work from home. We also cover up to $350 USD per month if you'd like to rent a co-working desk somewhere.
- Complete transparency - Everyone has full access to business metrics and financial information about the company.
About Us
Help Scout is made by roughly 170 people in 80+ cities around the world, all with a passion for helping others. We come from diverse backgrounds and are united by an enthusiasm for great products and delightful customer experiences. Help Scout launched in 2011 and today we have more than 12,000 paying customers in 140+ countries.
Why Help Scout?
We're remote. It doesn’t matter if you’ve worked remotely before — we’ve been doing it for nearly a decade and are helping to write the playbook — we’re happy to show you the ropes. Most folks that get a taste of working in a "remote first" company have a hard time going back to the old way of doing things.
We’re passionate about diversity and inclusion. The data is abundantly clear about diverse teams being more successful, and we're dedicated to setting the team up for success. Today our leadership team is 62% women, and that's just the start. Here's our DEI Dashboard where you can see all of our team demographic data and read about our commitment to this work.
We're committed to SMBs for the long term. Help Scout is focused entirely on serving small and midsize businesses, typically up to 500 employees, because those companies view customer service differently. It's not a cost to be optimized, it's their most effective marketing tool and a key differentiator from the competition. We built Help Scout for companies that truly value being customer-centric (like us) and want a product that shares their values.
We're leaving the world better than we found it. Did you know Help Scout is a certified B Corporation, with a mission to give away at least 1% of our product through Help Scout for Good? Our company exists not just to help ourselves, but to invest in our team, our customers, our community, and our environment.
Our commitment to you
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.
