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  • In business 13 years
  • Funding modelVC
  • Team size 120

Help Scout empowers customer-centric businesses with software that serves people in the most human, helpful way.

Open positions:

Help Scout profile

The customer support platform designed specifically for growing businesses.

How do you maintain flexibility & balance for your team?

We’re a fully remote company and trust our teammates to work hours that make the most sense for them. We also have flexible vacation, choose your own holiday time off, and 12 weeks of paid parental leave to all new parents, including adoption and foster care.

Also, we offer a sabbatical — after 4 years at Help Scout you get 1 month off plus $2500 to do something fun.
Parental Leave Company Retreats Flexible Schedule Mandatory Minimum Vacation

How do you ensure autonomy and plan for the future?

We believe in a balance between async and sync communication! We also get together twice a year for company retreats where some planning happens, and our leadership team has their own offsite once a year to do OGSM planning.
Deep Work Shared Goal Setting

How does your company try to hire people from underrepresented groups and improve the diversity of your team?

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.

Follow the data
Study after study proves diverse teams are more successful. Not only that, but teams that represent our population — and our customers — will have a greater impact. Like any business with big dreams, we measure what matters, set aggressive goals, and hold ourselves accountable. Diversity, equity, and inclusion are certainly no exception.

Be proactive
While talent and potential are equally distributed, opportunity is not. We recruit people from under-represented groups to balance the hiring pool, and we strive to reduce unconscious bias in our hiring practices. Post-hire, everyone has access to employee resource groups, ongoing training/education, and a safe space to be themselves.

Keep improving
DEI is a living, breathing thing, and just like any great product or culture, it has to be nurtured. The work is never done. We publish all the numbers to hold ourselves accountable to continuous improvement. There’s always more we can do to build a diverse and inclusive workplace.

To see our full list of efforts, visit helpscout.com/dei.

How do you support your team to grow and improve?

We have something we call our “learn something stipend” where everyone gets $1800 to use for professional development. Also, every manager works with their players to create a “Player Roadmap” that includes short and longterm goals, and then the manager and player meet twice a year specifically to have check-ins on that plan. We also have what we call “Pops Pals” which are folks on the People Ops team who are partnered with managers and act as the go-to person for any issues that come up with the team — Pops Pals are great for advice, tips to support teammates, ideas to help players develop, and of course conflict resolution.
Professional Allowance Regular 1×1’s Personal Growth Plans

Perks and benefits

  • 401k program
  • Conference allowance
  • Home office allowance
  • Team retreat(s)
  • Book allowance
  • Peer recognition

Instead of annual raises, we give raises as soon as someone meets the goals in their roadmap.

Further reading

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