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Well, hello! We’re Help Scout. We make support software that empowers more than 12,000 businesses to support their customers in the most human, helpful way. We're a remote company with more than 175 employees in different locations around the world, and we've been remote-first from day one. We believe that when teams represent different backgrounds, perspectives, and experiences, magic happens. The result is better products and a culture that enables everyone to bring their authentic selves to work.
“Your role as a manager is not to do the work yourself, even if you are the best at it because that will only take you so far. Your role is to improve the purpose, people, and process of your team to get as high a multiplier effect on your collective outcome as you can.”
- Julie Zhou, author of The Making of a Manager.
At the heart of the role, a Coach at Help Scout is accountable for 2 things: 1) empowering your team to deliver a steady flow of high-quality customer value(i.e. mission aligned results), and 2) enabling the short and long-term success of the engineers on your team.
How you do that is layered, nuanced, and hopefully part of what motivates you to be a leader and coach. Working closely with product managers and designers, you will ensure that your team has the proper knowledge, staffing, and skills to succeed and do the best work of their career.
The Engineering team is one of the three-piece ensembles, along with Product and Design, that makes up our Experience Organization at Help Scout. You will report to our Director of Product Engineering, Julie Cousins, and will be part of our 9-person Engineering leadership team, including our CTO, Denny Swindle.
Engineers on your team(s) will be members of cross-functional groups working on mission-aligned initiatives. You’ll partner with Product and Design to empower engineers to understand and empathize with their customers, identify risks, determine milestones, and improve their craft. You’ll be a passionate catalyst for change that results from your team’s iteration and retrospectives.
Given that we have remote team members living between EU through PT time zones, we require that your regular working hours overlap with 9 AM - 3 PM ET to ensure several solid blocks of overlap time with your team members.
About the Role