Technical Support Specialist

The entire team works out of the main queue, so you’ll spend much of your day helping potential and current customers via email. While email support will be the majority of your day, everyone on the team helps out in Beacon chat, and you’ll also hop on impromptu calls with customers when needed.

You’ll become an expert in all areas of the product. You’ll troubleshoot potential bugs, document feature requests, and collaborate with the rest of the team to help elevate the voice of the customer at Help Scout. We’ll help set you up for success to become a mindful, contributing member of our support team. Specialists help a minimum of about 250 customers a month, but we won’t overburden you with quotas, empty policies, or unnecessary procedures. Doing what’s in the best interest of the customer is at the heart of what we do.

Career Growth on the Customers Team

The Customers team is a vocal and respected advocate for the customer at Help Scout, and we value strong collaboration with other teams, including Engineering and Product, Marketing, Sales, and People Ops. We care about your career development as a support professional, and we’ll make sure you’re developing skills and knowledge that will serve you for years to come. We actively promote from within the Customers team – both for managers and specialists.

Just the Facts

• This is a full-time, remote position. You’re someone who thrives working autonomously and don’t need much (if any) oversight to get things done.
• For this role, we are only able to hire in the United States or Canada.
• We are looking for someone who can work Monday through Friday, approximately 9am-5pm Eastern time.
• Salary: We have an internal transparent salary matrix for each team. For this role, the salary options are $81,000, $84,000, or $87,000 USD. Read more about how we approach compensation here!

About You

• You take initiative and ownership to see things through to completion. If it needs doing, you do it.
• You’re eager to take on challenges. When you don’t know something, you embrace the chance to grow and get better. Former teammates and managers would call you resilient and balanced.
• We work together as a team, and that means we encourage each other to improve as a team.  You are self-sufficient and love the challenge of solving problems and learning new things.
• You have some experience working in Support or Success. You’re passionate about support and the important role it plays in a company, and you’re excited to build a customer-centric career.
• You welcome an environment where you can do great work independently.
• You’re patient, an active listener, and you’re naturally curious with a strong desire to learn.
• You’re an incredible communicator, fluent in written English. Your writing is clear and simple.
• Your empathy and self-awareness help you intuitively and proactively solve potential customer troubles. You’re a problem solver who goes out of their way to help people – always.

About the Process

1. Value add – you’ll meet with one of our Support Managers, Annabelle or Alyson, to talk more about the role and your experience.
2. Technical Screen – you’ll meet with two members of our Technical Support team to dive deeper into your experience.
3. Logistics – you’ll meet with Mary on the Recruiting team to chat through compensation, benefits, timeline, and company culture.
4. Project – we’ll give you a take-home project (we’ll pay for your time), then you’ll present it back to the team.
5. Final Chat -you’ll chat with another 1-2 people on the team, who will vary depending on what else we’d like to learn about you.
6. 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 Sales 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, Italy, Spain and Norway.