Help Scout

Director of Data and Analytics

Remote

$206,000 – $225,000Compensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Customer Support Software, SaaSIndustries

Director of Data and Analytics

Salary: $206K - $225K Employment Type: Full-Time Location Type: Remote


Who We Are

At Help Scout, we’re on a mission to help businesses delight more customers. Since 2011, over 12,000 companies have used our platform to provide outstanding customer support. We’ve been fully remote from the beginning, with a team of 140+ people worldwide.

We are passionate about crafting beautiful products and growing a business together, while also striving to make a positive impact. We aim to build a company that fosters personal growth and contributes positively to the world, balancing profit with purpose. Help Scout has been a Certified B Corporation since 2019 and we pledge 1% of our equity back to the community.

Help Scout’s success relies on hiring talented, high-accountability individuals who are eager to contribute to a culture where we are all challenged and supported to do our best work. We hope this excites you to join us!


Company Values

  • Happy to Help: Our name reflects our core principle. We proactively support others, sharing knowledge and operating with generosity and empathy for our colleagues, customers, and community.
  • Craft over Convention: We challenge conventional approaches and strive for excellence, even when it sets us apart. We foster an ambitious culture with high standards, focusing on the details that make a significant impact.
  • Progress not Perfection: We embrace an iterative approach to building our product, culture, and brand. We ship our best effort, gather feedback, and continuously improve. We value curiosity, humility, and a hunger for learning.
  • Own the Outcome: We take responsibility for our collective success, considering the impact of our actions on our team and community. Trust and integrity are paramount, and our decisions are made with long-term stakeholders in mind.

Read more about how we define, share, and live these values here.


Impact

At Help Scout, we believe in empowering everyone with information. As our Director of Data and Analytics, you will be instrumental in shaping how data drives decision-making, innovation, and meaningful outcomes across the company. You will lead our data strategy, build a high-performing team, and architect the systems that transform data into one of our most valuable assets.

This is a hands-on leadership role for an individual who excels at the intersection of strategy and execution, and finds fulfillment in mentoring teams, simplifying complexity, and translating insights into actionable strategies.


About the Role

  • Set and execute a company-wide data strategy aligned with business goals, emerging technologies, and evolving privacy standards.
  • Build and lead a high-performing data team, fostering a culture of curiosity, data literacy, and continuous improvement.
  • Oversee and evolve our data infrastructure and governance, ensuring systems are scalable, secure, and support reliable data access across teams.
  • Drive actionable insights and decision-making, guiding KPI development and nurturing our Looker environment as a trusted source of truth.
  • Partner cross-functionally with leadership to leverage data as a strategic asset, uncover new opportunities, and champion innovation through analytics and AI.

About You

  • You have experience leading data teams in a high-growth SaaS or tech company, demonstrating a balance of strategic thinking and hands-on execution.
  • You possess deep expertise in data architecture, analytics, and governance, coupled with a strong vision for scaling these functions as a business grows.
  • You have extensive experience working with modern data tools.

Skills

Data analysis
Analytics
Data strategy
Leadership
Team management
Business intelligence
Data visualization
SQL
Python
Customer support platforms
B Corporation principles

Help Scout

Customer service platform for businesses

About Help Scout

Help Scout provides a customer service platform that enables businesses to foster long-term relationships with their customers through effective support and communication. The platform includes features like conversation management, user permissions, and proactive notifications, allowing businesses to manage customer interactions efficiently. Help Scout operates on a subscription-based model with tiered pricing plans tailored to various business sizes, from small businesses to rapidly growing startups. What sets Help Scout apart from its competitors is its focus on the specific needs of customer support teams, prioritizing the details that enhance customer experiences rather than simply adding features. The company's goal is to create exceptional customer service experiences while promoting diversity and inclusion within its team and product development.

Boston, MassachusettsHeadquarters
2011Year Founded
$27.2MTotal Funding
SERIES_BCompany Stage
Consumer Software, Enterprise SoftwareIndustries
201-500Employees

Benefits

Health Insurance
Wellness Program
Remote Work Options
Flexible Work Hours

Risks

Increased competition from AI-driven platforms threatens Help Scout's market position.
Economic downturns may lead to reduced spending on customer service software.
Privacy concerns and regulations could increase compliance costs for Help Scout.

Differentiation

Help Scout focuses on customer-centric values, unlike many feature-focused competitors.
The platform offers detailed reporting and proactive notifications for better customer relationships.
Help Scout integrates with various applications using APIs, enhancing its versatility.

Upsides

Growing demand for AI-driven support solutions boosts Help Scout's market potential.
Remote work trends increase adoption of cloud-based solutions like Help Scout.
Focus on customer retention strategies aligns with Help Scout's detailed analytics offerings.

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