As a Product Specialist at Help Scout, you represent the voice of the customer as we strive to improve the product. You are also a resource for the Customer Support team, as you’ll help them triage tough issues and offer ongoing insight as the product evolves. It’s an opportunity to be a member of our Customer Support team, but have a tangible impact on how the product evolves.
About the Role
You are a member of our Customers team, aka“Customer Support”. You’ll spend 20-40% of your time in the queue helping customers.
You’ll be embedded on a“Crew”, which is a cross-functional group of product and engineering folks that have a mission related to the product. You’ll attend their meetings, you’ll help organize the roadmap, and you’ll generally help all members of the Crew work on the right things and ship them to customers when they are ready.
You’ll work with at least one fellow Product Specialist to own the Triage queue, which is where the extra tough support conversations go. You’ll often collaborate directly with engineers to solve a problem, or you’ll document it to be worked on later.
When your Crew launches any new features or improvements, it’s up to you to make sure the Customers team is in the know, and update any of our public documentation. You’ll also help launch these things by running betas with customers, testing the product, and generally pitching in to make the project a success.
Two out of every eight weeks, your Crew will take time to work on fixing bugs or adding little delightful improvements to the product. It’s up to you to collect the most valuable priorities related to your Crew’s mission and queue them up for that two-week iteration. This process is a really clear way you can impact the product and make your colleagues on the Customers team happy.
When you notice a trend with customers or a problem that needs solving, you’ll collect all the data and organize it so that the Product team can create an excellent solution.
You’ll help the Customers team separate the signal from noise product-wise in the queue, adding proper context when you choose not to act on a request. And yes, this means you’ll be saying no a lot. The hardest thing about this role is having a deep sense of empathy for solving customer problems, but also balancing that with the big picture priorities for the business.
You’ll help educate the Customers team when it comes to more complicated technical issues or details about how the product works.
A typical day for you in this role …
Helping customers by participating in our Unassigned and Triage queues
Have a call with a couple customers to figure out a tricky issue or do some research for an upcoming project.
Spend time reproducing and documenting bugs, or documenting customer feature requests for your Crew to consider working on.
Update a couple of our Docs articles to include new information or update screenshots, then share the updates with your teammates on the Customers team.
Answer a couple product questions from your colleagues in Slack to help them do their job.
Organize cards in Trello to make sure the Crew is working on the highest priority improvements.
Test a new project or read through a spec to provide some feedback for others on the Crew.
About You
You love helping people, and are genuinely curious about solving challenging issues for them.
You are a Help Scout product expert. Since you’ll be handling the tough cases and working directly with Product and Engineering folks, you’ll have to know the product inside and out.
You are more technical than the typical customer service professional, but it could be in a number of different ways. Maybe you can code, or maybe you are excellent at QA’ing things, or maybe you just have a knack for solving tricky problems.
You can write very well, and are excellent at thoroughly explaining complicated things in a simple way.
You value good old fashioned work ethic, day in and day out. You take initiative and ownership to see things through to completion. If it needs doing, you do it.
You aren’t scared of a challenge. 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.
Your Impact
About the Role
A typical day for you in this role …
About You