Head of Product – Intelligence

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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

• Own the Intelligence product group end to end, including vision, roadmap, monetization, and results for Agent and Signal • Drive revenue growth for the Intelligence group • Set the vision and strategy for the Intelligence group and determine how Agent and Signal work together through shared customer context and data • Drive the Agent roadmap hands-on for the unified agent platform powering Help Scout’s AI features • Ship Signal’s near-term bets, evaluate customer value, sequence future work, and define monetizable outcomes • Design monetization and pricing experiences for outcome-priced product surfaces • Model product impact with cross-functional partners • Design interfaces between Intelligence, Signal, and the Frontline group’s Inbox and Copilot products • Spend time with customers to understand AI trust, barriers, and adoption drivers • Partner with GTM and CS on product positioning, adoption, and feedback loops • Build and manage the Intelligence product management team • Report to the Chief Product Officer

🎯 Requirements

• Experience growing a zero-to-one product into a real revenue line • Experience shipping AI-powered products • Outcome-oriented product thinking • Strong monetization and pricing strategy skills • Previous experience managing product managers • Data self-sufficiency: pulling data and running analyses independently • 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 • Excellent writing skills for one-pagers, briefs, and narratives • Experience in B2B SaaS • Understanding of the distinction between products for support teams and products for end consumers • Product Manager experience managing a SaaS product • Experience with PLG • US-based applicant • Must already be authorized to work from the home country; Help Scout does not sponsor or transfer 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 • Equal opportunity and diversity and inclusion commitment • Accommodations or adjustments at any stage of the recruitment process