Job Overview
Location
Remote
Job Type
Full-time
Category
Software Engineering
Date Posted
June 26, 2026
Full Job Description
đź“‹ Description
- • Own the full product roadmap for the Agent pillar, including unified backend, Agent Drafts, AI Answers, Agentic Actions, Docs automation, and workflow amplification.
- • Drive consolidation of Drafts and AI Answers onto a single backend system to enable compound capabilities from a shared foundation.
- • Define the experience and configuration UX that guides customers along the trust ladder—from reviewing AI drafts to granting autonomous actions without human intervention.
- • Shape monetization strategy for AI-driven outcomes: price resolutions handled, drafts sent, handoffs, and docs improvements based on customer value, not seat count.
- • Partner closely with Intelligence and Conversations PMs to ensure Agent capabilities integrate coherently as a unified system, not isolated features.
- • Conduct direct customer research to identify where trust in AI is established or broken, and what signals or improvements would increase adoption.
- • Collaborate with GTM and Customer Success teams to ensure clear messaging, effective adoption motion, and feedback loops that inform roadmap priorities.
- • Translate complex technical architecture into product decisions by maintaining fluent, trust-based dialogue with engineering teams without needing to write code.
- • Design pricing surfaces that reflect real customer value and articulate tradeoffs when ideal value alignment isn’t achievable.
- • Sequence feature rollouts strategically to build customer confidence, knowing when to hold back capabilities because the experience isn’t ready.
- • Use AI tools daily for research synthesis, strategy testing, rapid prototyping, and customer signal analysis, treating them as core to your product craft.
- • Prioritize judgment over execution: focus highest-leverage hours on strategic prioritization—defining what’s next and what’s not—rather than managing day-to-day builds.
- • Communicate product vision and decisions through clear, compelling writing: one-pagers, briefs, and narratives that drive alignment and decision-making.
- • Operate within a B2B SaaS context, understanding the distinct needs of support teams versus end consumers, particularly in compliance-driven, trust-sensitive industries.
- • Build products that earn trust incrementally, prioritizing reliability and transparency over speed, in alignment with Help Scout’s mission of human-centered customer service.
- • Ensure all AI-powered features are designed with evidence, accountability, and customer control at their core, not automation for automation’s sake.
🎯 Requirements
- • Shipped AI-powered products and understand how they fail, not just how they work when successful
- • Think in outcomes (e.g., resolutions handled, drafts sent) rather than features (e.g., new settings page)
- • Strong monetization instincts: can design outcome-based pricing surfaces and explain tradeoffs
- • Technically fluent enough to build trust with engineers through meaningful conversations about system architecture
- • Know how to move customers along a trust curve: identify confidence signals, sequence capability rollouts, and withhold features when experience isn’t ready
- • Fluently use AI tools for research, prototyping, and analysis, with a point of view on their evolving role in product work
🏖️ Benefits
- • Competitive salary with transparent internal formula based on market data
- • Flexible time off: choose holidays and vacations that suit your needs
- • 12 weeks of fully paid parental leave for all new parents, including adoption and foster care
- • Home office stipend to set up a productive workspace
- • Co-working stipend up to $300/month if working outside the home
- • Yearly professional development stipend of $1,800 for skill growth
- • Top-tier health insurance for you and dependents (U.S. and Canada only)
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Help Scout, Inc.
Help Scout provides cloud-based customer support software that combines shared inboxes, knowledge base publishing, and live chat into one platform designed for growing businesses. Founded in 2011, the company offers tools for email management, customer self-service, and proactive messaging, emphasizing simplicity and team collaboration. Its products serve SaaS, e-commerce, and online service companies seeking to scale support without compromising a personalized customer experience. Help Scout operates as a fully remote organization serving thousands of customers worldwide while maintaining a focus on transparency and sustainable growth.
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