Head of Product, Intelligence

About this role

WHO WE ARE

Help Scout started in 2011 with a simple premise: support software should treat customers like people, not tickets. 3+ billion conversations later, more than 10,000 companies use Help Scout to grow relationships with customers of all types, from clients to patients and beyond.

Now we’re in a new chapter: not only building AI that gives teams more space to focus on the customer experience, but also reimagining how we operate in an AI-native world. That means shipping and learning faster, without compromising on craft. Great work here carries a strong opinion and sweats the details, regardless of the tools we use to drive it.

We’ve been a fully remote team https://articles.helpscout.com/blog/remote-culture/ since day one, with 120+ teammates now all over the world. It’s a culture where you’ll be trusted to take ownership, stay curious, and raise the quality of work around you. It comes with clear expectations and a team that will push you to do some of the best work of your career.

If that kind of challenge gives you energy, we’d love to meet you.

WHO WE ARE

Help Scout builds software for relationship businesses, the companies that earn loyalty through outstanding customer service. We've been on this journey since 2011, and today more than 10,000 companies use our platform to support customers of all types, from clients to patients and beyond.

Now we're in a new chapter: building AI that gives teams more space to focus on the customer experience, and reimagining how we operate in an AI-native world. That means shipping and learning faster, without compromising on craft. Great work here carries a strong opinion and sweats the details, regardless of the tools we use to drive it.

We've been a fully remote team since day one, with 120+ teammates now all over the world. It's a culture where you'll be trusted to take ownership, stay curious, and raise the quality of work around you. It comes with clear expectations and a team that will push you to do some of the best work of your career.

If that kind of challenge gives you energy, we'd love to meet you.

YOUR IMPACT

Help Scout has earned something most software companies never get: genuine trust. 10,000+ businesses use us because we've always believed that customer relationships are the business, and that every interaction should feel like it came from someone who cares. That trust took a decade to build, and now it's the foundation for something bigger.

The support industry is changing shape. AI will take on more of the tedious work so humans can lean into the relationship part. At Help Scout, that shift runs through the Intelligence product group, which spans two product lines. Agent is autonomous action: conversations triaged, answers delivered, actions taken in connected systems on a customer's behalf. Signal is autonomous analysis: reading the context across millions of conversations and surfacing what a business needs to know about each of their customers.

Help Scout’s customers have a high bar for the support experiences they craft. They're compliance-driven, trust-cautious, and deeply invested in how their customers feel. They need AI that earns its place one step at a time, with evidence. The trust ladder we're building, from assisted drafts to autonomous answers to agentic actions informed by real customer signals, is a product philosophy as much as a roadmap. You'll be accountable for bringing it all to life with clarity and impact.

ABOUT THE ROLE

You'll own the Intelligence product group end to end: vision, roadmap, monetization, and results for the Agent and Signal product lines. You'll report to Scott Rocher, our Chief Product Officer, and you'll be accountable for the revenue growth of the group. This is a player/coach role.

Autonomous action through Agent, autonomous analysis through Signal, reading customer context and data and signaling insights. These areas are technically complex and commercially important products and you'll lead the strategy of both: deciding what needs to get built next, how outcomes get monetized, and which customer signals matter enough to build around. As the group grows, you'll hire and manage a team of PMs.

Note: This role is open to US-based applicants only.

WHAT YOU'LL DO

- Set the vision and strategy for the Intelligence group, and decide how Agent and Signal compound as one system built on shared customer context and data.

- Drive the Agent roadmap hands-on: the unified agent platform which powers all the AI features across Help Scout. This includes making AI easy to use and configure, moving customers up the trust ladder from "let me review that draft" to "handle it without me."

- Ship Signal's near-term bets fast enough to get a clear value read from customers, then use what you learn to sequence what comes next and define the moment that makes a customer want to pay.

- Own how your products are monetized. You'll design how customers experience and pay for each outcome-priced surface. You’ll collaborate with partners across Help Scout to model the impact of the products you ship.

- Design the interfaces between Intelligence and the rest of Help Scout. Agent depends on Signal's data, and the Frontline group (Inbox, Copilot) surfaces it in the tools humans use every day.

- Spend real time with customers, understanding where they trust the AI, where they don't, and what would move them

- Partner with GTM and CS so the Intelligence story is clear, the adoption motion is tight, and customer feedback loops back into the roadmap

- Build and manage the Intelligence PM team as it grows, coaching for judgment and raising the bar for product craft across the group

WHAT WE'RE LOOKING FOR

- You've grown a zero-to-one product into a real revenue line, and you're as fluent in the commercial side of product as you are in features and user experience

- You've shipped AI-powered products and you understand how they succeed and fail

- You thin

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