Sr. Product Analyst

About this role

WHO WE ARE

Help Scout builds software for relationship businesses — 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: 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.

ABOUT THE ROLE

Help Scout is hiring its first dedicated Product Analyst. This is a high-trust, high-visibility role: you will be the single point of contact between the Data & Analytics team and the Product team, responsible for turning product-level data into clear, decision-grade insights about how customers actually use our software.

You will own Mixpanel end-to-end — the instrumentation strategy, the event taxonomy, the analysis, and the relationships with product managers and engineers who depend on it. You will partner with PMs, designers, and engineering leads to define the right questions, run the analyses, and translate the findings into product recommendations that ship.

You join at an unusually good moment: the data team is standing up a comprehensive BigQuery-based data lake that will land usage events, activation signals, conversation analytics, and customer state in a modeled, query-ready form. By the time you are in your seat, the underlying data infrastructure to do your job well will already be there — you will be free to focus on insights from day one, not plumbing.

WHAT YOU’LL DO

- Partner with the Product team. Sit alongside PMs, designers, and engineering leads. Scope analytical questions, prioritize them against product roadmap needs, and deliver findings that change what gets built.

- Own Mixpanel. Run our Mixpanel instance: instrumentation strategy, event taxonomy and naming conventions, tracking specs for new features, the Mixpanel Lexicon, debugging, and reporting. Decide what should be tracked client-side vs. server-side.

- Surface customer insights. Analyze how customers use Help Scout — activation patterns, feature adoption, retention drivers, friction points, end-user behavior. Translate these into product narratives that PMs can act on.

- Build the product analytics layer in Hex. Create and maintain dashboards and notebooks for the core product KPIs — activation, engagement, retention, feature adoption. Make them useful enough that PMs actually open them.

- Design and analyze experiments. Help PMs scope A/B tests properly: define success metrics, calculate sample size, set guardrails. Analyze results rigorously. Document learnings so we don’t re-run the same test in two years.

- Bridge data and product. Translate fuzzy product questions into clean data queries. Translate data findings back into product narratives. Push back constructively when an ask is ill-defined or won’t produce a useful answer.

- Collaborate with the Data Platform team. Work with the data engineers building the lake to make sure product event data, activation signals, and customer state are modeled correctly in dbt and surfaced in the gold layer for analytical use.

- Document. Maintain a living glossary of metric definitions, event semantics, and common analyses. Make it easy for the next person to pick up where you left off.

WHAT WE’RE LOOKING FOR

- 3–5 years in a product analyst, product data scientist, or product-focused analytics role at a SaaS company.

- Strong SQL. You should be comfortable writing complex queries against event tables, dimensional models, and time-series data without breaking a sweat.

- Hands-on Mixpanel experience — instrumentation design, event taxonomy, funnels, retention, cohort and segment analysis. You should have opinions about what makes Mixpanel implementations good or bad.

- Real experience designing and analyzing experiments. You understand significance, power, MDE, and the practical pitfalls of A/B testing in a product context.

- Strong product instincts. You can tell the difference between an interesting chart and a chart that should change a roadmap decision.

- Excellent written and verbal communication. Product teams act on stories, not spreadsheets. You can write the story.

- Self-direction. This role does not come with a long backlog. You will work with PMs to define your own priorities.

NICE TO HAVE

- Experience with Hex or similar notebook-style BI tools.

- Experience working in BigQuery.

- Familiarity with dbt or willingness to write your own models (we’ll help you ramp up if needed).

- Background in customer support, helpdesk, or B2B SaaS product domains.

- Experience with product-led growth (PLG) analytics.

- Comfort with feature flagging tools (LaunchDarkly, GrowthBook, etc.) and tying flag exposures to product metrics.

- Python for ad-hoc analysis or lightweight modeling.

WHAT SUCCESS LOOKS LIKE

FIRST 30 DAYS

- Working knowledge of Help Scout’s product, the existing Mixpanel implementation, the core product KPIs, and the product roadmap.

- First conversations with each PM on the Product team. You know what their open questions are.

- A documented assessment of the current Mixpanel implementation — what’s working, what’s broken, what’s missing.

FIRST 60 DAYS

You own Mixpanel. Instrumentation specs for

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