PM, Agents

Help Scout

Remote regions

US

Benefits

Unlimited PTO 12w maternity 12w paternity

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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.

Help Scout

Help Scout builds software for relationship businesses, helping over 10,000 companies deliver outstanding customer service. With 120+ teammates worldwide, it's a fully remote culture that values ownership, curiosity, and craft.

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