Help is our first name. We show up for others, not because we have to, but because we want to. We share knowledge and give freely by default, and operate with generosity and empathy for each other, our customers, and our community. After all, there is no I in team (or software).
Craft over Convention
Although it’s tempting to follow a well-worn path, we push ourselves to run beyond it — even when that sets us apart from our peers. We’re building a culture where it’s safe to be ambitious and hold each other to high standards. That’s why we obsess over the last 10%, because it shows up for our customers and the business in powerful ways.
Progress not Perfection
The work of building a product, culture, and brand is never done – we ship our best effort, listen, iterate, then repeat. Seeking progress requires the vulnerability to be curious, humble, and hungry to learn. Great ideas can come from anywhere, so we share our work openly, welcome the perspective of others, and continuously search for what can be improved.
Own the Outcome
Ownership is key to our collective success. We consider the impact on our team and our community before we act, and believe that trust and integrity are non-negotiable. To create a better future, our decisions are made with stakeholders today and ten years from now in mind.
Opportunity
Help Scout was a pioneer in the early days of B2B SaaS content. Our blog has been a well-loved source of truth, comfort, and actionable advice in the customer support community for 14 years, and our content for company builders shows the world who we are. But the truth is, we need to turn up the volume on our social channels!
We’re looking for a social media savvy pro who can produce engaging, memorable, and all-around stellar content that resonates with and grows our audiences on social. We’ve got a best-in-market product story, a team full of true customer service experts (with tons of personality to boot), and a wealth of thought leadership to share with fellow purpose-driven companies. All we need is the right person to help us spread the word.
If you thrive when given creative freedom, can write clever copy that’s on-brand, and love to whip up short-form video as a production studio of 1… we want to meet you!
About the role
- Develop and own the content strategy across all our social channels, taking ideas from concept phase all the way to distribution and measuring impact.
- Produce great content! The formats may vary (short and long form copy, video, polls, memes, images, and more) but your high standards for quality and attention to detail stay consistent.
- Work closely with leaders and teammates across the org to leverage more employee voices, stories, and expertise across our social channels.
- Get to deeply know and understand Help Scout’s core audiences through both social listening/monitoring and engaging with them directly. You should know what matters to them, where they’re engaging, and what content makes them feel seen or inspired.
- Regularly report out on impressions and other key metrics, and know how to translate them into the impact your work is making on our brand awareness and growth.
- Optimize our social channels for engagement and reach. Stay up-to-date on algorithm changes, new features and tools, and opportunities for co-marketing with influencers or customers.
- Propose additional budget for (and manage) contractors or tools you need to see your strategy through to its fullest potential.
About You
- You know what makes a compelling story, and you know how to find and tell those stories in creative ways. You have a sense of humor and are in tune with what makes people tick.
- Your copywriting skills are 10/10. You know how to write native copy for each social platform — and can do so while staying true to the Help Scout brand and adding your own flair.
- You’ve got strong video production chops, and you might dabble in audio and design as well.
- You are a true subject matter expert on all things B2B social media. You know the landscape, the use cases and nuances of different platforms, and you not only know social trends… you can predict and/or set them yourself.
- You’re a bridge builder. This role will require you to have a pulse on what’s happening across the company… and make a lot of new work BFFs.
- You have an endless supply of new content ideas, from proven tactics to wild experiments, that will make people feel something, remember something, or laugh out loud.
About the Process
- Value Add (30 minutes) – you’ll meet with Hillary, Director of Content, to talk more about the role and the team.
- Tech Screen (45 minutes) – you’ll talk to a few more potential teammates and get to deep dive into your skills, past experience, and ideas for Help Scout.
- Logistics (30 minutes) – You’ll meet with Mary on the Recruiting team to chat through compensation, benefits, timeline, and company culture.
- Project – we’ll give you a take-home project that’s expected to take ~3 hours (we’ll pay for your time), and our team will review it and provide feedback. We may set up some additional time to walk through it if needed.
- Final Chat (30-60 minutes) – you’ll chat with 1-2 more people on the team you haven’t met yet in the process to learn a few more things about you or ask any outstanding questions.
- References – we’ll ask you for three references. Ideally, we’d like two of them to be managers, but we can be flexible.
Compensation
Each role at Help Scout has a pay range aligned to our salary formula and based on national market data. We take a competency-based approach and pay is based on the level and band of your role. We assess leveling during the hiring process for new teammates, during our bi-annual performance review cycles, and when a teammate’s role changes.
The salary range for this role is $107,000-$120,000.
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.
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, Product Management, Product Design, and Engineering 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, Germany, and Norway.
We’re working on expanding this list. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.
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.
About Help Scout
We’re on a mission to help businesses delight more customers. We love crafting beautiful products and resources to solve that challenge, but we’re also trying to do something bigger. We’re trying to build 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, have pledged 1% of our equity back to the community, and have been remote since day one, now with 140+ people in 115 cities worldwide.