Customer Enablement Lead

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. 

Your Impact

Your focus is helping customers successfully adopt critical features that correlate directly with long-term retention. We measure the success of these efforts with our in-house customer health score. When you move the needle on this number, you'll fundamentally impact the company's long-term success.

The Team

You’ll be reporting to our VP of Customers, Abigail Phillips. You'll work closely with our Customer Education Lead, Alison Groves and Docs Lead, Melanie Shears to create cohesive learning pathways for customers. Cross-team, you’ll interact regularly with our Director of Sales, Dillon McDermott and Director of Account Management, Sewar Nasser. You’ll also work alongside support team members, account managers, sales, and product team members.

Timezone Note

We are a globally distributed team, but this role must be located in Eastern, Central, Mountain, or Pacific time zones.

We are only able to hire in the United States for this role.

About the Role

You'll be instrumental in establishing, shaping, and growing our Customer Enablement function. At Help Scout, customer enablement focuses on strategically scaling our impact across our diverse SMB customer base through a balanced approach of targeted human interaction and scalable self-service resources. This differs from traditional customer success by emphasizing the creation