Sr. Product Designer

Remote from
Seniority level
Job function
Web & App Design
Job type
Full Time,
Job posted
Apply before
22 Oct 2023

About Help Scout

Customer Support Platform for Growing Businesses | Try for Free

We believe the world would be a better place if businesses treated customers like people.

We make support software that empowers more than 12,000 businesses to delight more customers. We’re a remote company with more than 150 employees in different locations around the world, and we’ve been remote-first from day one. We believe that when teams represent different backgrounds, perspectives, and experiences, magic happens. The result is better products and a culture that enables everyone to bring their authentic selves to work.

Our Company Values:

  • Happy to Help
  • Craft over Convention
  • Progress not Perfection
  • Own the Outcome

Help Scout has always been a company that puts design and the customer experience at the top of every list—the right decision, always, is the best experience for the customer. You’ll be given the space, trust and autonomy to do your best work, and have the support of teammates who sweat the details and bring out your best.

About the role:

  • Product Designers at Help Scout are embedded on cross-functional teams that each own a specific area of the product. In close partnership with Product Management and Engineering, you’ll play a key role in shaping the overall strategy and product direction by connecting business objectives with customer value.
  • You’ll conduct research to enhance what we know about our customers, their use cases, their goals/challenges, and leverage both qualitative and quantitative data to validate and inform design decisions.
  • As the dedicated designer on your product team, you’ll define the user experience and user interface through sketches, wireframes, prototypes, and visual design, partnering closely with engineers to iterate on your vision and make it a reality. From concept to completion, and every iteration in between, you will have a direct impact on how we get there.
  • You’ll develop strong rationale for design decisions, and articulate your perspective to your team and stakeholders. Along the way you’ll have the support of teammates to ensure a consistent, quality experience is delivered to customers.
  • You’ll use, contribute to, and help evolve Help Scout’s robust design system.

About You:

  • For this role, we require you to be based in the United States, and Eastern time working hours are preferred. See A note about time zones below.
  • You are experienced working on products people depend on every day, with a particular focus on conversational/messaging tools, user-generated content, and/or collaborative features and functionality.
  • You over-invest in well crafted interaction and visual design that makes the customer experience feel human, modern and delightful. You leverage prototyping skills (HTML/CSS/JS a plus) to articulate your designs, especially in cases where interactions may be particularly nuanced.
  • Your decisions are data-informed, and you have a proven ability to deliver excellent UI/UX while considering limitations of scale.
  • You have experience planning and executing the experience roadmap for complex projects. You’re able to balance short-term priorities through the lens of a big-picture vision.
  • You take full ownership of your work, and take responsibility for every last detail, every step of the way.
  • You pride yourself on your collaboration with others. You are exceptional at outbound communication (both sync and async) and clarifying your design decisions with every touch point. You crave feedback, and understand how to apply it in your work.
  • You have experience contributing to a design system, and have been an active participant in its evolution.

Who you’ll work with:

The design team can’t wait to meet you!

  • Jared McDaniel: Co-founder, Director of Product Design
  • Product Designers:  Seán Halpin, Alex Estrada Cline, Ben Pham, Kieran Hazell

A note about time zones:

You are located in the United States and Eastern time working hours are preferred. We believe in strong work-life blend, and since you’ll be working closely with Engineering, Product, and Design teams, we are focusing our search to this timezone. You must be able to commit to core working hours between 9AM-1PM EST.


  • 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.
  • Paid parental leave, including adoption and foster care – 12 weeks of paid leave for all new parents, including adoption and foster care.
  • 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 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.

Apply now >

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What position is Help Scout hiring for?

Help Scout is hiring a remote Sr. Product Designer from

What type of employment does Help Scout offer?

This is a Full Time role.