Senior Product Analyst

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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

• Partner with the Product team. Sit alongside PMs, designers, and engineering leads. Scope analytical questions, prioritize them against product roadmap needs, and deliver findings that change what gets built. • Own Mixpanel. Run our Mixpanel instance: instrumentation strategy, event taxonomy and naming conventions, tracking specs for new features, the Mixpanel Lexicon, debugging, and reporting. Decide what should be tracked client-side vs. server-side. • Surface customer insights. Analyze how customers use Help Scout — activation patterns, feature adoption, retention drivers, friction points, end-user behavior. Translate these into product narratives that PMs can act on. • Build the product analytics layer in Hex. Create and maintain dashboards and notebooks for the core product KPIs — activation, engagement, retention, feature adoption. Make them useful enough that PMs actually open them. • Design and analyze experiments. Help PMs scope A/B tests properly: define success metrics, calculate sample size, set guardrails. Analyze results rigorously. Document learnings so we don’t re-run the same test in two years. • Bridge data and product. Translate fuzzy product questions into clean data queries. Translate data findings back into product narratives. Push back constructively when an ask is ill-defined or won’t produce a useful answer. • Collaborate with the Data Platform team. Work with the data engineers building the lake to make sure product event data, activation signals, and customer state are modeled correctly in dbt and surfaced in the gold layer for analytical use. • Document. Maintain a living glossary of metric definitions, event semantics, and common analyses. Make it easy for the next person to pick up where you left off.

🎯 Requirements

• 3–5 years in a product analyst, product data scientist, or product-focused analytics role at a SaaS company. • Strong SQL. You should be comfortable writing complex queries against event tables, dimensional models, and time-series data without breaking a sweat. • Hands-on Mixpanel experience — instrumentation design, event taxonomy, funnels, retention, cohort and segment analysis. You should have opinions about what makes Mixpanel implementations good or bad. • Real experience designing and analyzing experiments. You understand significance, power, MDE, and the practical pitfalls of A/B testing in a product context. • Strong product instincts. You can tell the difference between an interesting chart and a chart that should change a roadmap decision. • Excellent written and verbal communication. Product teams act on stories, not spreadsheets. You can write the story. • Self-direction. This role does not come with a long backlog. You will work with PMs to define your own priorities.

🏖️ 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 • If you’re in the U.S. or Canada, we offer top tier health insurance for you and your dependents.