Head of Product, Intelligence

Job description

WHO WE ARE Help Scout started in 2011 with a simple premise: support software should treat customers like people, not tickets. 3+ billion conversations later, more than 10,000 companies use Help Scout to grow relationships with customers of all types, from clients to patients and beyond. Now we’re in a new chapter: not only building AI that gives teams more space to focus on the customer experience, but also reimagining how we operate in an AI-native world. That means shipping and learning faster, without compromising on craft. Great work here carries a strong opinion and sweats the details, regardless of the tools we use to drive it. We’ve been a fully remote team https://articles.helpscout.com/blog/remote-culture/ since day one, with 120+ teammates now all over the world. It’s a culture where you’ll be trusted to take ownership, stay curious, and raise the quality of work around you. It comes with clear expectations and a team that will push you to do some of the best work of your career. If that kind of challenge gives you energy, we’d love to meet you. WHO WE ARE Help Scout builds software for relationship businesses, the companies that earn loyalty through outstanding customer service. We've been on this journey since 2011, and today more than 10,000 companies use our platform to support customers of all types, from clients to patients and beyond. Now we're in a new chapter: building AI that gives teams more space to focus on the customer experience, and reimagining how we operate in an AI-native world. That means shipping and learning faster, without compromising on craft. Great work here carries a strong opinion and sweats the details, regardless of the tools we use to drive it. We've been a fully remote team since day one, with 120+ teammates now all over the world. It's a culture where you'll be trusted to take ownership, stay curious, and raise the quality of work around you. It comes with clear expectations and a team that will push you to do some of the best work of your career. If that kind of challenge gives you energy, we'd love to meet you. YOUR IMPACT Help Scout has earned something most software companies never get: genuine trust. 10,000+ businesses use us because we've always believed that customer relationships are the business, and that every interaction should feel like it came from someone who cares. That trust took a decade to build, and now it's the foundation for something bigger. The support industry is changing shape. AI will take on more of the tedious work so humans can lean into the relationship part. At Help Scout, that shift runs through the Intelligence product group, which spans two product lines. Agent is autonomous action: conversations triaged, answers delivered, actions taken in connected systems on a customer's behalf. Signal is autonomous analysis: reading the context across millions of conversations and surfacing what a business needs to know about each of their customers. Help Scout’s customers have a high bar for the support experiences they craft. They're compliance-driven, trust-cautious, and deeply invested in how their customers feel. They need AI that earns its place one step at a time, with evidence. The trust ladder we're building, from assisted drafts to autonomous answers to agentic actions informed by real customer signals, is a product philosophy as much as a roadmap. You'll be accountable for bringing it all to life with clarity and impact. ABOUT THE ROLE You'll own the Intelligence product group end to end: vision, roadmap, monetization, and results for the Agent and Signal product lines. You'll report to Scott Rocher, our Chief Product Officer, and you'll be accountable for the revenue growth of the group. This is a player/coach role. Autonomous action through Agent, autonomous analysis through Signal, reading customer context and data and signaling insights. These areas are technically complex and commercially important products and you'll lead the strategy of both: deciding what needs to get built next, how outcomes get monetized, and which customer signals matter enough to build around. As the group grows, you'll hire and manage a team of PMs. Note: This role is open to US-based applicants only. WHAT YOU'LL DO - Set the vision and strategy for the Intelligence group, and decide how Agent and Signal compound as one system built on shared customer context and data. - Drive the Agent roadmap hands-on: the unified agent platform which powers all the AI features across Help Scout. This includes making AI easy to use and configure, moving customers up the trust ladder from "let me review that draft" to "handle it without me." - Ship Signal's near-term bets fast enough to get a clear value read from customers, then use what you learn to sequence what comes next and define the moment that makes a customer want to pay. - Own how your products are monetized. You'll design how customers experience and pay for each outcome-priced surface. You’ll collaborate with partners across Help Scout to model the impact of the products you ship. - Design the interfaces between Intelligence and the rest of Help Scout. Agent depends on Signal's data, and the Frontline group (Inbox, Copilot) surfaces it in the tools humans use every day. - Spend real time with customers, understanding where they trust the AI, where they don't, and what would move them - Partner with GTM and CS so the Intelligence story is clear, the adoption motion is tight, and customer feedback loops back into the roadmap - Build and manage the Intelligence PM team as it grows, coaching for judgment and raising the bar for product craft across the group WHAT WE'RE LOOKING FOR - You've grown a zero-to-one product into a real revenue line, and you're as fluent in the commercial side of product as you are in features and user experience - You've shipped AI-powered products and you understand how they succeed and fail - You think in outcomes. Resolutions handled, drafts sent, and churn caught early. - You have strong monetization instincts. You can design a pricing strategy that reflects real customer value and explain the tradeoffs when you can't - You've managed product managers before and still love doing the work yourself. You know how to coach without taking over, and you know when a decision is yours to make - You're data self-sufficient. You pull your own data, run your own analyses, and use numbers to pressure-test direction - You're technically fluent enough to build genuine trust with engineers. You can hold a meaningful conversation about system architecture and make better decisions because of it - You're fluent with AI tools and treat them as part of your craft, for research synthesis, strategy testing, rapid prototyping, and customer signal analysis. You have a point of view on where these tools are heading and how they're changing the shape of product work - You understand that when execution is cheap, judgment is the bottleneck. Your highest-leverage hours go to strategy and prioritization, defining what's next and what's not - You're an excellent writer. Help Scout runs on writing, and you make your thinking visible in one-pagers, briefs, and narratives that move decisions forward - You've worked in B2B SaaS and understand the difference between building for support teams and building for end consumers 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 https://paulstamatiou.com/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 https://articles.helpscout.com/blog/aligning-culture-with-values/. BENEFITS AND PERKS - Competitive salary and an internal, transparent salary formula based on market data - Flexible time off – you choose the holidays and vacations that make sense for you - 12 weeks of fully paid parental leave for all new parents, including adoption and foster care - A home office stipend to help you get set up and productive - A co-working stipend up to $300 a month if you choose to work out of your house - A yearly professional development stipend of $1,800 to help you grow in your craft - If you’re in the U.S. or Canada, we offer top tier health insurance for you and your dependents. 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 https://www.helpscout.com/dei/. 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 http://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.