Job Opportunities API

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. 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, no matter who or what handles it, should feel like it came from someone who cares. That trust took a decade to build. Now it's the foundation for something bigger. The support industry is changing shape. AI will handle more of what support teams used to do. Help Scout remains focused on helping relationship businesses but a key part of our path to growth is outcome-based products: resolutions handled, drafts sent, actions taken on behalf of a customer. Our suite of Resolve products is how we get there. But here's what makes Help Scout's version different: our customers are compliance-driven, trust-cautious, and deeply invested in how their customers feel. They're not looking for AI that moves fast and breaks things. 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 — is a product philosophy as much as a roadmap. ABOUT THE ROLE At the core of the Resolve product line is autonomous AI in Help Scout: the unified backend that powers Agent Drafts, AI Answers, Agentic Actions in connected systems, Docs automation, and workflow amplification. It's one of the most technically complex product areas we have, and the most directly tied to how we monetize AI — resolutions, drafts, handoffs, each priced against outcomes rather than seats. You'll own the vision, roadmap, and execution for the Resolve product line in partnership with design & engineering, and you'll sit at the intersection of product strategy, monetization, and customer trust. You will be accountable to the revenue growth of Resolve. You'll report to Scott Rocher, our Chief Product Officer. Note: This role is open to US-based applicants only. This role is currently open to consideration at 2 levels. The compensation range reflects the range across both levels. WHAT YOU'LL DO - Own the full product roadmap for the Resolve product line — unified Agent backend, Agent Drafts, AI Answers, Agentic Actions, workflow amplification, and more - Drive evolution of Drafts and AI Answers, enabling our full agent capability set to compound from a shared foundation - Work with product design to define the experience and configuration UX that moves customers up the trust ladder — from "let me review that draft" to "handle it without me" - Shape how the agent monetizes: resolutions, drafts, handoffs, and docs improvements are all outcome-priced surfaces; you'll own the logic for how customers experience and pay for each - Partner closely with the Intelligence and Conversations PMs — Resolve needs signals from Intelligence and coordi