PM, Agents

Your Impact:

• Help Scout has earned genuine trust from over 10,000 businesses by prioritizing customer relationships.
• The support industry is evolving with AI, and our path to $100M ARR runs through outcome-based products.
• The trust ladder we're building — from assisted drafts to autonomous answers — is both a product philosophy and a roadmap.

About the Role:

• The Agents pillar owns all autonomous AI in Help Scout, including Agent Drafts and AI Answers.
• You'll define the vision, roadmap, and execution for this pillar in partnership with engineering.
• You'll report to Scott Rocher, our Chief Product Officer. This role is open to US-based applicants only.

What You'll Do:

• Own the full product roadmap for the Agent pillar — unified backend, drafts, answers, actions, automation.
• Drive consolidation of Drafts and AI Answers onto a single backend system.
• Shape monetization logic for resolutions, drafts, handoffs, and docs improvements.

What We're Looking For:

• You have shipped AI-powered products and understand how they fail.
• You think in outcomes, not features, and have strong monetization instincts.
• You're technically fluent and an excellent writer who makes thinking visible.