Product Designer

Remote Posted 12 days ago

We’re Help Scout. A company you’ve maybe heard of before, or maybe not, but either way you’ve landed on this page because you were at least a little curious, and we like that about you. We spend our time making it easier for SMBs to talk with their customers. Today Help Scout is used by more than 8,000 businesses in 140 countries.

We’re looking for someone who’s really smart, and humble, and thorough, and meticulous, and self-motivated, and kind, and a little funny, and tenacious, and did I say self-motivated? Well, that’s because we’re a remote company! Being remote is fantastic, it’s empowering, and it’s perfect for people who like to be their own boss and push themselves to be at their very best every day.

That’s where you come in. As a Product Designer at Help Scout, you’ll spend your days creating tools that our customers use to deliver a great experience. Smiles on faces — if that’s your jam, we’d love to meet you.

About the role:
  • You’ll be the seventh member of the Help Scout design team. We work remotely from places like New York, Sydney, Ireland and Nashville. You can work from wherever you please as long as you have 4+ hours of overlap with EDT (US East Coast).
  • We’ll ask you to own the entire design process. For a new project, you’ll be given a brief and will partner with Product to do User/Customer research. You’ll be building the wireframes, prototyping, visual+UI design, interaction design, and will partner with engineers to get the implementation juuuuuust right.
  • You’ll be embedded on a couple cross-functional teams with one product lead, one QA, and 2-5 engineers depending on the project. You’ll work hand-in-hand with your teammates to ship your best work to our customers.
  • Although each designer is embedded on different teams, it’s important that everyone makes each other better. Over Slack, video chats, and design docs, you’ll provide guidance and critical feedback on other work outside of your purview. You’ll also get that sort of support from your teammates on your projects.
  • You will have the freedom to pioneer your own discovery phase and find ways to improve our product. You’ll find that we’re passionate about putting in the work to constantly improve on the things we’ve made.
  • Since our team is small, we don’t operate under titles like “junior”,“senior”, or “principle." Instead, we make sure that everyone who makes it onto the team has developed their craft to a level where they can be trusted with autonomy, and to manage their own design process. (We have other ways of tracking milestones and success that we’ve found to be more productive and true to our culture.)
About you:
  • Your passion is to work on large-scale software a lot of people use, but to be given ownership of the project from concept to completion. The design challenges are complex, and the work has a bunch of constraints. Despite the difficulty, this is the work you love most.
  • We all love a good pattern library and pixel-perfect design, but you prefer to get involved in a project way before then. For you, it starts with sketches, wireframes and a keen understanding of the problem from all angles.
  • You’re very thorough and detail-oriented. You don’t get tired of solving a problem and iterating on the solution, even after a few months of working towards the best experience.
  • You’re humble, yet opinionated about what makes a great product experience. You leverage your skills and expertise to help others and make the people around you better at their craft.
  • You have more than a few years of design experience, and you’ve grown so much that you cringe when you look back at your early work.
  • You can simplify complex problems and clearly articulate your thought process to others in writing. This is especially important in a remote culture like ours.
  • You collaborate well and communicate early and often. You explain your work by extrapolating on everything from your inklings and curiosities, to the rationale behind final your decisions.
  • You actively seek critical feedback. As a matter of fact, you can’t get enough of it, because you know that your work only gets better when your team puts their eyes on it.
  • You have strong taste, and your eye for visual design is as strong as your ability to dream up exceptional customer experiences.
  • You prefer to collaborate directly with developers and product stakeholders, carefully considering the tension between business and customer needs.
  • When it comes to understanding a problem, you have no hesitation in setting up customer interviews, doing usability testing, or conducting a survey.
  • This isn’t an absolute requirement, but strong HTML and CSS skills will likely make you a more successful product designer at Help Scout. If you can write JavaScript, it’s all the better, but we won’t ask you to write production code.
Who you'll work with
  • Linda Eliasen, Design Team Lead - You’ll be reporting to Linda. She’s been a designer like you, for companies like Mailchimp, Dropbox and Squarespace.
  • Design team - Sean, Jared (co-founder), Buzz, Bronwyn, Karolina, and Matt can't wait to meet you!
  • Ben Henderson, Director of Product - You’ll work with Ben and any other Product leads to craft specs and see projects through to completion. He ran Product at Campaign Monitor, and before that ran a client agency for eight years.
  • Nick Francis, CEO - Nick is still very hands-on with the product and design process. On some projects you’ll work directly with him to create something.
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