Head of Product – Conversations

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Help Scout

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

☁️ SaaS

SaaS • Customer Support

Help Scout is a customer support platform that offers a range of tools to empower teams and enhance the customer experience. The platform includes features such as a shared inbox, live chat, self-service knowledge base, and proactive messaging to help teams deliver personalized and efficient support. Help Scout emphasizes the importance of a personal touch in customer service, integrating AI tools in a supportive way rather than allowing AI to dominate the customer experience. It caters to a variety of industries with a focus on maintaining outstanding support that prioritizes both the team and the customer.

📋 Description

• Set the vision and strategy for the Conversations product group, defining how Inbox and Copilot evolve together • Own the Conversations product group end to end, including vision, roadmap, monetization, and results • Drive the Inbox roadmap hands-on, focusing on speed, reliability, and polish • Drive the Copilot roadmap hands-on, including integrations, contextual summaries, suggestions, and in-the-moment assistance • Design monetization and packaging across seats and AI usage • Model product impact with partners across Help Scout • Partner with the Autonomy group to jointly own product seams and integrations • Spend time with customers to understand support workflows and AI opportunities • Partner with GTM and CS to clarify the product story, improve adoption, and feed customer feedback into the roadmap • Build, hire, and manage the Conversations PM team as it grows • Report to Scott Rocher, Chief Product Officer

🎯 Requirements

• Experience owning a core product at scale, especially a product used throughout the workday • Commercial product expertise across features, user experience, and monetization • Experience shipping AI-powered products • Ability to collaborate across ownership boundaries and co-own product surfaces • Outcome-oriented approach, including metrics such as time to resolution and drafts accepted • Strong product craft and attention to speed, reliability, and detail • Strong monetization instincts for products spanning seats and outcomes • Previous experience managing product managers • Data self-sufficiency: ability to pull data and run analyses • Technical fluency sufficient to build trust with engineers and discuss system architecture • Fluency with AI tools for research synthesis, strategy testing, rapid prototyping, and customer signal analysis • Strong judgment and prioritization skills • Excellent writing skills, including one-pagers, briefs, and narratives • Experience working in B2B SaaS • Experience as a Product Manager managing a SaaS product is a hard requirement • Experience shipping agentic experiences is a hard requirement • Applicants must be US-based • Must already be authorized to work from the home country; Help Scout does not sponsor visas

🏖️ Benefits

• 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 • Top tier health insurance for you and your dependents if you’re in the U.S. or Canada • Fully remote work