Lead Product Designer

Opportunity

Help Scout has been a design-driven company from day one—it’s in our DNA. We’re low-key obsessed with delivering exceptional experiences that are customer-first. Some might say we care too much about the things “no one asked for”, but in a crowded market, our collective desire to go above and beyond—to “out-creative” the competition—is what drives us to win.

We‘re seeking a Lead Product Designer thrilled about the opportunity to learn from exceptional teammates and ship innovative, delightful experiences that drive real business impact. You’ll own projects across multiple product surfaces, help shape design team practices and culture, and contribute substantially to the evolution and pursuit of the product vision.

About the role

• This role will initially focus on the AI workstream, leading efforts to bring core AI functionality to market. As the team’s scope expands, the role will evolve to drive the delivery of AI across multiple product surfaces, shaping its integration throughout the Help Scout platform.
• You’ll partner closely with product and engineering to translate company and product strategy into focused initiatives, ensuring that we solve the right problems.
• You’ll own design and user experience for core product areas of Help Scout. From concept to completion and every detail in between. 
• You’ll navigate complex, ambiguous problems and distill them down to clear, actionable steps through ruthless prioritization and clear team alignment.
• You’ll stay close to the customer to understand their goals and challenges, and leverage both qualitative and quantitative data to validate and inform your decisions. 
• You’ll show your work early and often, participate in weekly design critiques, and work closely with engineers and other stakeholders to ensure a high-quality implementation.
• You’ll participate in hiring and improving the design culture within Help Scout.
  

About You 

• You are an experienced design leader with a track record of delivering products that people depend on every day and solve real problems.
• You over-invest in well crafted interaction and visual design that makes the customer experience feel human, modern and delightful. You’re always pushing the boundaries of what’s possible, experimenting with new ideas, and staying up-to-date with design trends and tools.
• You are comfortable navigating ambiguity and driving projects forward with a clear sense of conviction and purpose even when details are still being defined.
• Your decisions strike the right balance between gut- and data-informed, and you avoid over-optimizing for customer feedback at the expense of creative problem-solving and beautiful design.
• You’re able to balance short-term priorities through the lens of a big-picture vision. 
• You pride yourself on your collaboration with others. You are exceptional at outbound communication, across multiple altitudes. You‘re an exceptional storyteller.
• You’re passionate about helping other designers grow and develop, providing guidance and constructive feedback to help the team continuously improve.