At Help Scout, we make software that helps more than 12,000 small businesses talk with their customers. We’re a remote first company, with 140 employees working from 80+ cities all over the world and we’ve staked our reputation on being helpful, human, and existing for profit and purpose. We’re also a Certified B Corporation! This year, we’re taking these values to the next level as we reintroduce ourselves to our audience of customer service professionals, small business leaders, and startup founders. 

As a Product Analyst at Help Scout, you’ll work closely with the product team to help improve the customer experience. You’ll develop a deep understanding of usage trends and evaluate potential new features for development. You’ll use data to understand where our customers are having success and what their pain points are, and you’ll communicate those findings to the Product team, and the company at large.

About the Role:

• You'll work closely and collaborate with Product Managers to shape product strategy by analyzing both the current usage and the potential impacts of new products and features.
• You'll analyze product usage data using tools like Looker, Heap, SQL, spreadsheets, and HotJar. 
• You'll provide data expertise to a variety of product teams. From ad hoc data requests to in-depth research projects, you will be collaborating with others to help them answer questions and make better decisions.
• You'll define and develop metrics that will help product teams measure the success of new feature launches.
• You'll identify customers who are power users of particular features to help with customer outreach and discovery.
• You'll work with engineers during the product development stage to make sure features are being developed with reporting in mind.
• You'll foster a data-driven culture at Help Scout by providing training and creating resources (documentation, screencasts, etc) to empower others to perform their own analyses.
• Salary: We have an internal transparent salary matrix for each team. Read more about how we approach compensation here! For this role, we have $129,000 to 143,000 USD slated in the budget.

About You:

• You're an excellent communicator who can write and speak with empathy. Clear communication is very important in a remote culture like ours.
• You’re a pro at writing SQL - including CTEs, window functions, aggregations, and various join types.
• You like working directly with business teams to explore and gain insight from new data sets.
• You can manage competing priorities really well, between large, in-depth projects and ad hoc requests to support the business day-to-day.
• You’re passionate about visualizing data that can tell a story and be easily understood by others in the business.
• You’re focused on taking projects from start to finish and enjoy the process of turning nebulous ideas into reality.

Who You'll Be Working With:

• Michael Peterson, Data Lead. This role reports to Michael - you’ll chat with him often to learn more about the company and our tech stack.
• The Product Team (Mariah,Kelly, Whitney, Julie, Keisha, Jade, Zuzana, and Christine). You’ll be embedded within the Product Team to explore product usage data and improve the customer experience.
• Shawna Fisher, CFO. The Data Team is part of the Finance org so we work closely with Shawna and the rest of the Finance team (KJ, Kyle, and Jenny).

#LI-Remote

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 - 12 weeks of paid leave for all new parents.

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 provide 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.

Help Scout is made by roughly 120 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.

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.

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.