JD: Product Specialist
As a Product Specialist at Help Scout, you represent the voice of the customer as we strive to improve the product. You are also a resource for the Customer Support team, as you’ll help them triage tough issues and offer ongoing insight as the product evolves.
About the Role
A Product Specialist at Help Scout serves as a liaison between the Customers, Product, and Engineering teams. The role is successful when all sides are able to communicate well, prioritize projects that matter most to customers, and share accountability towards common goals.
- You’ll be embedded on a “Crew”, which is a cross-functional group of product and engineering folks that have a mission related to the product. You’ll attend their meetings, you’ll help organize the roadmap, and you’ll generally help all members of the Crew work on the right things and ship them to customers when they are ready.
- You’ll chat with customers regularly to make sure we’re getting things right. You’ll help the team understand the problems that customers want to solve, and you’ll offer thoughtful ideas and solutions for addressing the things that matter most.
- You’ll manage the Triage queue, which is where the extra tough support conversations go. You’ll often collaborate directly with engineers to solve a problem, or you’ll document it to be worked on later.
- When your Crew launches any new features or improvements, it’s up to you to make sure the Customers team is in the know, and update any of our public documentation. You’ll also help launch these things by running betas with customers, testing the product, writing product copy, and generally pitching in to make the project a success.
- Two out of every eight weeks, your Crew will take time to work on fixing bugs or adding little delightful improvements to the product. It’s up to you to collect the most valuable priorities related to your Crew’s mission and queue them up for that two-week iteration. This process is a really clear way you can impact the product.
- When you notice a trend with customers or a roadblock problem that needs solving, you’ll collect all the data and organize it so that the Product team can create an excellent solution.
- You’ll help the Customers team separate the signal from noise product-wise in the queue, adding proper context when you choose not to act on a request. This means you’ll be saying no a lot. The hardest thing about this role is having a deep sense of empathy for solving customer problems, but also balancing that with the big picture priorities for the business.
- When a feature spec is written, you’ll give it a thorough evaluation in terms of the customer experience, getting into each detail, and striving to make sure the end result will meet and exceed our standards.
- When something goes wrong with Help Scout infrastructure, you are responsible for status site communications. You’ll work directly with members of the Ops and Customers teams to make sure the right message gets to customers at the right time.
- You strive for excellence through understanding. You lead with curiosity, always trying to figure out what’s helpful and what isn’t. You care more about the why, than the how.
- You are an outstanding communicator, both verbally and in writing. You're highly empathetic, emotionally agile, and have rare people skills that allow you to build great relationships. As a remote team, your communication skills are critical to your success. You can take complex subjects and break them down using clear and simple writing.
- You’re passionate about solving problems, and you approach new obstacles collaboratively, with an open mind and a proper dose of humility.
- You’re technical in all sorts of ways, but geeking out on technical details is not essential. Maybe you can code, or maybe you are excellent at QA’ing things, or maybe you just have a knack for solving tricky problems. That said, you should have a good understanding of the core concepts associated with every project and what good product looks like so that you can effectively challenge the team and produce the best possible result.
- You are intentional, organized, and disciplined. You take initiative and ownership to see things through to completion. You welcome an environment where you can do great work independently.
- You are a Help Scout product expert. Since you’ll be working directly with Product and Engineering folks, you’ll have to know the product inside and out.
- You value good old fashioned work ethic, day in and day out. You take initiative and ownership to see things through to completion. If it needs doing, you do it.
- You aren’t scared of a challenge. When you don’t know something, you embrace the chance to grow and get better. Teammates and managers would call you resilient, reliable, and balanced.
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