Who we are

At Help Scout, we’re on a mission to help businesses delight more customers. We’ve been on this journey since 2011, and today more than 10,000 companies use our platform to provide outstanding customer support. We’ve been fully remote from the beginning, and have a team of 140+ people all over the world.

We love crafting beautiful products and growing a business together, but we're also trying to do something bigger. We're building a company that brings out your best and leaves the world a better place — a company that seeks balance between profit and purpose. That's why we've been a Certified B Corporation since 2019 and have pledged 1% of our equity back to the community.

Help Scout’s success hinges on hiring talented, high-accountability people who want to be part of creating a culture where we all feel challenged and supported to do our best work. We hope that excites you to join us!

Your impact

Few things are more professionally gratifying than assembling a team of people that can do big things. They deliver ambitious projects, make their teammates better, and contribute to a culture of excellence. That, in a nutshell, is the job of an Engineering Manager at Help Scout.

About the role

• Your mission is to develop a team of high-performing engineers. When a team is doing great work, happiness and engagement are a byproduct. You measure performance not only in terms of quality, accessibility, reliability, performance, and security, but also in terms of attitude, creativity, communication, and collaboration. You hold each member accountable to a high bar across all of these competencies.

• You will lead a stable team of 5-8 engineers. The work your team takes on is aligned with the company’s top priorities through cross-functional planning. You’ll participate in delivery with cross-functional triads, and coach your team’s growth, technical decision-making, and collaboration through the product development process.

• You will spend a portion of your time pairing with engineers, reviewing PRs, and writing some code outside the critical path. You’ll have the opportunity to mentor, build a prototype, or even jump in to help with a project when a team is shorthanded. One of the most valuable things you can do is model what a great engineer looks like.

• You will develop best practices and cohesion at the guild level by spearheading strategic initiatives and resolving technical debt that impacts pace of delivery. Your work enables engineers to move to different areas of the codebase every four months and get up to speed quickly.

• You will collaborate regularly with Engineering Manager peers, Product Managers, Designers, and Product Operations. Perspective from these folks will enable you to solve hard problems and help folks on your team do even better work.

• Since we have remote team members based in EU and North American timezones, ideal working hours should overlap at least four hours between 9a-5p ET.

About you

• You are an excellent engineer. We believe it’s necessary for managers to be skilled practitioners so they can accurately assess performance and help their team members grow in their craft.

• You’ve managed teams before. It energizes you to see people grow and succeed. You love the mentorship aspect of the work, whether it’s helping someone figure out a tough problem, take the next step in their craft, or become a better teammate.

• You are an outstanding communicator, both verbally and in writing. Help Scout is fully remote and relies heavily on written communication, so it’s critical to your success in the role. You are organized, efficient, and disciplined in your communication, whether it’s a meeting agenda, PR comment, project proposal or performance assessment.

• You understand the nuance between micromanagement and operating in the details. We’re not asking you to manage tasks or projects. We’re asking you to invest in the people with your time and expertise. You are skilled at providing the mentorship and critical feedback necessary to help members of your team do their best work.

• You are determined to operate in such a way that minimizes unnecessary bureaucracy and process. These things limit the business’ potential. You are skilled at removing these obstacles and empowering the team to run fast.

• You lean into hard things. That’s being a manager, right? You don’t shy from a difficult conversation, but you do approach it with curiosity and compassion. As a result, you’re able to build trust and confidence with teammates.

Company values

Happy to Help

Help is in our first name! We show up for each other — not out of obligation, but because we’re invested in the team’s collective success. We share knowledge freely, lead with generosity, and practice empathy with our teammates, customers, and community.

Craft over Convention

Our success relies on the quality and craft of the work we put into the world. The status quo simply won’t work. So we insist on narrow focus, sweating every detail, and relentless pursuit of customer delight.

Progress not Perfection

Achieving our true potential — collectively and individually — requires constant progress and forward momentum. By creating a culture of curiosity and openness, we aim to create a safe space for mistakes, the ability to identify them quickly, and use them to get better.

Own the Outcome

Own the outcome means taking full responsibility for the results of your work, decisions, and contributions. It reflects a mindset of accountability, proactiveness, and follow-through. If you “own the outcome,” you don’t just complete tasks, you ensure your work leads to meaningful results, and take initiative to solve problems rather than passing them along.

Read more about how we define, share, and live these values here.

Compensation, Benefits, and Perks

Help Scout offers a variety of perks and benefits to support you and your family, including health benefits for US and Canadian employees, and equity for all team members.

Hiring Guidelines:

All roles at Help Scout are fully remote. Some positions have specific location requirements. For roles outside the U.S. and Canada, we work with teammates as independent contractors under country-specific agreements.

We do not sponsor visas. Teammates must already be authorized to work from their home country.

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.

To provide you with the best experience, we can support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.

A note on the use of AI in our interview process

While we understand that AI is an important tool in a modern skillset, we ask that you do not utilize AI assistants live on our interviews. Of course, use any tools you need to prepare! But we'd like for you to have a real human-to-human conversation with our team.

On our end, we utilize a platform called Brighthire as a notetaker and review tool to ensure a fair and transparent hiring process.

Beware of scammers! All legitimate communication from Help Scout regarding your application will come directly from an @helpscout.com email address and through our applicant tracking system, Ashby. We will never ask for personal financial information or conduct interviews outside of these official channels.

Compensation Range: $172K - $184K