About the job
Who We Are
At Help Scout, our mission is to empower businesses to provide exceptional customer experiences. Since our inception in 2011, over 10,000 companies have utilized our platform to enhance their customer support capabilities. We have embraced a fully remote work culture, with a diverse team of more than 130 talented individuals spread across the globe.
We take pride in designing beautiful products and fostering a thriving business environment, while also making a positive impact on the world. Our commitment to achieving a balance between profit and purpose has earned us the status of a Certified B Corporation since 2019, and we've pledged to contribute 1% of our equity back to the community.
Our success depends on hiring talented, accountable individuals who are eager to contribute to a culture that encourages challenge and support. We hope you’re excited about the possibility of joining us!
Time Zone Note
This position requires candidates to be located within the Eastern or Central time zones to effectively manage our globally distributed support team. We are currently only hiring in the United States and Canada.
Your Impact
As our Senior Support Manager, you will take charge of the daily operations of our frontline support team, ensuring the delivery of exceptional customer experiences while achieving performance goals. You will work closely with a skilled team of support professionals, coaching them towards success while remaining actively engaged in support tasks yourself. Your primary focus will be to ensure the efficient operation of the support queue.
The Team
You will oversee our 6-member frontline support team, which operates across European, US, and Australian time zones. Help Scout is a technical product that demands high standards of excellence in support, so your direct reports are highly skilled professionals who operate independently. Collaboration with our Product Support Lead for training requirements and our Support Operations Lead for technical solutions and tools will be essential. You will be reporting to the VP of Customers, Abigail Phillips.
About the Role
This hands-on leadership position will see you actively participating in support tasks alongside your team daily. Your role is critical in ensuring that operations run smoothly and efficiently.

