Overview
At Help Scout, we make support software that helps more than 10,000 small businesses talk with their customers. We’re a fully remote team of 100+ employees in 75+ cities around the world. 🌎
Over the years, we’ve built a large, engaged audience by publishing educational, top-of-funnel content for support professionals and small business leaders. We approach content as an embodiment of our vision to empower customer-centric businesses with tools that serve customers in the most helpful, human way.
In 2021, we want to improve our presence in search when our target customers are looking for the solutions Help Scout provides, and we’re looking for a content writer passionate about our product to help us meet this goal.
This content writer will be the content team’s resident subject-matter expert on both our audience and Help Scout’s product. You’ll work closely with leadership, product marketing, product management, sales, and support to develop both a deep understanding of the pain points our customers have and how Help Scout eliminates those pain points. Then, you’ll transform all of that knowledge into search-optimized blog posts and landing pages that attract new prospects and convert them into customers.
If you believe, like we do, that great customer service isn’t a cost center — it’s an effective marketing tool, a competitive differentiator, and a cornerstone of a brand — we’d love to hear from you.
As the Content Writer you will:
- Develop a deep understanding of our customers and market. You’ll learn as much as you can about our customers: their motivations for using our product, the feedback they have, and the ways we’re helping their businesses grow. You’ll also be expected to develop and maintain a healthy awareness of our competitive landscape.
- Create helpful, relevant, search-optimized content. You’ll build on your knowledge and follow detailed SEO briefs to write articles, landing pages, and guides for people who are looking for a solution like Help Scout. Once you’re ramped up, you’ll be producing 8-10 new pieces of content each month. Here are a few examples of the types of content you might create: Example 1, Example 2, Example 3, Example 4.
- Articulate and amplify the value of our product.Collaborating with the product and marketing teams, you’ll become the content team’s resident expert on the product. You’ll ensure that our value proposition is always clear and well-stated.
About you
- You’re curious about how businesses use software to deliver excellent customer service and better communicate with their users.
- You love telling customer stories and are eager to understand our customers’ journeys—you’re comfortable reaching out to get feedback and conducting interviews.
- You enjoy testing and reviewing new tools. You can clearly communicate a tool’s strengths and weaknesses as they relate to solving a particular problem.
- You’re adept at turning what you learned through your research into highly targeted, persuasive, and helpful content.
- You don’t mind following a detailed brief to ensure that the content you create is exactly what readers are looking for.
- You’re able to work mostly autonomously. While you’ll work closely with other members of the content team and larger organization, you’re excited about jumping in and really owning our product content, conducting the necessary research, and publishing new content frequently.
Who you’ll work with:
- Kristen Bryant, Director of Content, will be your manager.
- Jessica Greene, SEO Strategist, will be your editorial manager, providing you with assignments and briefs and helping with new projects.
- Mathew Patterson, Customer Service Evangelist, will be your counterpart on our writing team and an incredible source of knowledge and advice about the world of customer support.
- Alex Eaton, Product Marketer, will be a key partner to you as you develop your product knowledge.
Benefits
Competitive salary – Our salary formula is public to all employees (but doesn’t divulge your specific salary) and we update it at least once per year. Your salary is the same no matter where you live. Our goal is to pay at or above the market rate of a US-based tech hub like Boston or Seattle.
Health and dental insurance – We cover you and your family’s health/dental insurance 100%. If you are based in the US, we’ll cover you on our Aetna policy. If you’re based outside the US, we’ll reimburse your out-of-pocket health and dental insurance costs.
Long-term/short-term disability insurance & life insurance – we cover 100% of the premiums for LT/ST disability insurance and base life insurance. You also have the option to purchase supplementary life insurance through our provider (currently US only).
Flexible vacation – Take time off when you need it! We recommend 3-4 weeks in addition to public holidays, but there are no firm rules. We trust you.
Sabbatical – After you’ve been at Help Scout for 4 years, you get a month of paid vacation (in addition to regular vacation) and $2,500 to spend towards travel, learning, projects or anything else during your time off. Read about what our CEO did.
Paid parental leave, including adoption – 12 weeks of paid leave for all new parents.
401k with 1% match– via Betterment for Business (currently US only)
Personal Development stipend – Up to $1,800 per year to improve your craft
Set you up for success — we’ll get every new teammate a Mac laptop or equivalent of their choice, and provide a $1500 stipend so you can feel ready to work from home. We also cover up to $350 USD per month if you’d like to rent a co-working desk somewhere.
Complete transparency – Everyone has full access to business metrics and financial information about the company.
About Us
Help Scout is made by roughly 110 people in 80+ cities around the world, all with a passion for helping others. We come from diverse backgrounds and are united by an enthusiasm for great products and delightful customer experiences. Help Scout launched in 2011 and today we have more than 10,000 paying customers in 140+ countries.
Why Help Scout?
We’re remote. It doesn’t matter if you’ve worked remotely before — we’ve been doing it for nearly a decade and are helping to write the playbook — we’re happy to show you the ropes. Most folks that get a taste of working in a “remote first” company have a hard time going back to the old way of doing things.
We’re passionate about diversity and inclusion. The data is abundantly clear about diverse teams being more successful, and we’re dedicated to setting the team up for success. Today our leadership team is 62% women, and that’s just the start. Here’s our DEI Dashboard where you can see all of our team demographic data and read about our commitment to this work.
We’re committed to SMBs for the long term. Help Scout is focused entirely on serving small and midsize businesses, typically up to 500 employees, because those companies view customer service differently. It’s not a cost to be optimized, it’s their most effective marketing tool and a key differentiator from the competition. We built Help Scout for companies that truly value being customer-centric (like us) and want a product that shares their values.
We’re leaving the world better than we found it. Did you know Help Scout is a certified B Corporation, with a mission to give away at least 1% of our product through Help Scout for Good? Our company exists not just to help ourselves, but to invest in our team, our customers, our community, and our environment.
Our commitment to you
We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We have read the studies and understand that diverse teams build better products, bring more perspective to the table, contribute to a company’s financial success and help foster a more inclusive environment for all employees, but the bottom line is that it’s the right thing to do.
