Director of Data and Analytics

Who we are

At Help Scout, we’re on a mission to help businesses delight more customers. We’ve been on this journey since 2011, and today more than 12,000 companies use our platform to provide outstanding customer support. We’ve been fully remote from the beginning, and have a team of 140+ people all over the world.

We love crafting beautiful products and growing a business together, but we're also trying to do something bigger. We're building 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 and have pledged 1% of our equity back to the community.

Help Scout’s success hinges on hiring talented, high-accountability people who want to be part of creating a culture where we all feel challenged and supported to do our best work. We hope that excites you to join us! 

Company values

Happy to Help

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.

Read more about how we define, share, and live these values here. 

Impact

At Help Scout, we believe in empowering people with information — customers and teammates alike. As our Director of Data and Analytics, you’ll shape how data fuels decision-making, innovation, and meaningful outcomes across the company. You'll lead our data strategy, build a high-performing team, and architect the systems that turn data into one of our most valuable assets.

This is a hands-on leadership role for someone who thrives at the intersection of strategy and execution and finds joy in mentoring teams, simplifying complexity, and connecting insights to action.

About the role

• Set and execute a company-wide data strategy aligned with business goals, emerging technologies, and evolving privacy standards.

• Build and lead a high-performing data team, fostering a culture of curiosity, data literacy, and continuous improvement.

• Oversee and evolve our data infrastructure and governance, ensuring systems are scalable, secure, and support reliable data access across teams.

• Drive actionable insights and decision-making, guiding KPI development and nurturing our Looker environment as a trusted source of truth.

• Partner cross-functionally with leadership to turn data into a strategic asset, uncover new opportunities, and champion innovation through analytics and AI.

About You

• You’ve led data teams at a high-growth SaaS or tech company, balancing strategic thinking with hands-on execution.

• You bring deep experience in data architecture, analytics, and governance—alongside a strong point of view on how to scale these as a business grows.

• You’ve had extensive experience working in modern data tools such as dbt, Looker, Snowflake/ BigQuery, and version-controlled workflows (e.g., Git).

• You’re AI-curious and excited abo