Sr. Product Analyst

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 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.

About the role

Help Scout is hiring its first dedicated Product Analyst. This is a high-trust, high-visibility role: you will be the single point of contact between the Data & Analytics team and the Product team, responsible for turning product-level data into clear, decision-grade insights about how customers actually use our software.

You will own Mixpanel end-to-end — the instrumentation strategy, the event taxonomy, the analysis, and the relationships with product managers and engineers who depend on it. You will partner with PMs, designers, and engineering leads to define the right questions, run the analyses, and translate the findings into product recommendations that ship.

You join at an unusually good moment: the data team is standing up a comprehensive BigQuery-based data lake that will land usage events, activation signals, conversation analytics, and customer state in a modeled, query-ready form. By the time you are in your seat, the underlying data infrastructure to do your job well will already be there — you will be free to focus on insights from day one, not plumbing.

What you’ll do

• Partner with the Product team. Sit alongside PMs, designers, and engineering leads. Scope analytical questions, prioritize them against product roadmap needs, and deliver findings that change what gets built.
• Own Mixpanel. Run our Mixpanel instance: instrumentation strategy, event taxonomy and naming conventions, tracking specs for new features, the Mixpanel Lexicon, debugging, and reporting. Decide what should be tracked client-side vs. server-side.
• Surface customer insights. Analyze how customers use Help Scout — activation patterns, feature adoption, retention drivers, friction points, end-user behavior. Translate these into product narratives that PMs can act on.
• Build the product analytics layer in Hex. Create and maintain dashboards and notebooks for the core product KPIs — activation, engagement, retention, feature adoption. Make them useful enough that PMs actually open them.
• Design and analyze experiments. Help PMs scope A/B tests properly: define success metrics, calculate sample size, set guardrails. Analyze results rigorously. Document learnings so we don’t re-run the same test in two years.
• Bridge data and product. Translate fuzzy product questions into clean data queries. Translate data findings back into product narratives. Push back constructively when an ask is ill-defined or won’t produce a useful answer.
• Collaborate with the Data Platform team. Work with the data engineers building the lake to make sure product event data, activation signals, and customer state are modeled correctly in dbt and surfaced in the gold layer for analytical use.
• Document. Maintain a living glossary of metric definitions, event semantics, and common analyses. Make it easy for the next person to pick up where you left off.

What we’re looking for

• 3–5 years in a product analyst, product data scientist, or product-focused analytics role at a SaaS company.
• Strong SQL. You should be comfortable writing complex queries against event tables, dimensional models, and time-series data without breaking a sweat.
• Hands-on Mixpanel experience — instrumentation design, event taxonomy, funnels, retention, cohort and segment analysis. You should have opinions about what makes Mixpanel implementations good or bad.
• Real experience designing and analyzing experiments. You understand significance, power, MDE, and the practical pitfalls of A/B testing in a product context.
• Strong product instincts. You can tell the difference between an interesting chart and a chart that should change a roadmap decision.
• Excellent written and verbal communication. Product teams act on stories, not spreadsheets. You can write the story.
• Self-direction. This role does not come with a long backlog. You will work with PMs to define your own priorities.

Nice to have

• Experience with Hex or similar notebook-style BI tools.
• Experience working in BigQuery.
• Familiarity with dbt or willingness to write your own models (we’ll help you ramp up if needed).
• Background in customer support, helpdesk, or B2B SaaS product domains.
• Experience with product-led growth (PLG) analytics.
• Comfort with feature flagging tools (LaunchDarkly, GrowthBook, etc.) and tying flag exposures to product metrics.
• Python for ad-hoc analysis or lightweight modeling.

What success looks like

First 30 days

• Working knowledge of Help Scout’s product, the existing Mixpanel implementation, the core product KPIs, and the product roadmap.
• First conversations with each PM on the Product team. You know what their open questions are.
• A documented assessment of the current Mixpanel implementation — what’s working, what’s broken, what’s missing.

First 60 days

You own Mixpanel. Instrumentation specs for new features now route through you.

• First end-to-end product analysis delivered — scoped with a PM, executed, written up, and presented.
• Concrete recommendations on event taxonomy improvements, with a plan to implement them.

First 90 days

• You are the Product team’s trusted single point of contact for analytics.
• At least one significant product decision has been visibly influenced by your work.
• A quarterly product KPI review process is in place. PMs use it.

Why this role

• You are defining a function, not slotting into an existing one. The shape of product analytics at Help Scout will be shaped by you.
• You join with a fresh data lake foundation underneath you. The data infrastructure problems that usually slow new analysts down for a quarter have already been solved.
• Direct line to leadership. Your work will be visible to the Director of Data & Analytics, the CPO, and the executive team.
• Help Scout is a people-first company with a thoughtful product, a real customer base, and a culture that takes craft seriously.

Company values

Happy to Help

Help is in our first name! We show up for each other — not out of obligation, but because we’re invested in the team’s collective success. We share knowledge freely, lead with generosity, and practice empathy with our teammates, customers, and community.

Craft over Convention

Our success relies on the quality and craft of the work we put into the world. The status quo simply won’t work. So we insist on narrow focus, sweating every detail, and relentless pursuit of customer delight.

Progress not Perfection

Achieving our true potential — collectively and individually — requires constant progress and forward momentum. By creating a culture of curiosity and openness, we aim to create a safe space for mistakes, the ability to identify them quickly, and use them to get better.

Own the Outcome

Own the outcome means taking full responsibility for the results of your work, decisions, and contributions. It reflects a mindset of accountability, proactiveness, and follow-through. If you “own the outcome,” you don’t just complete tasks, you ensure your work leads to meaningful results, and take initiative to solve problems rather than passing them along.

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

Benefits And Perks

• Competitive salary and an internal, transparent salary formula based on market data
• Flexible time off – you choose the holidays and vacations that make sense for you
• 12 weeks of fully paid parental leave for all new parents, including adoption and foster care
• A home office stipend to help you get set up and productive
• A co-working stipend up to $300 a month if you choose to work out of your house
• A yearly professional development stipend of $1,800 to help you grow in your craft
• If you’re in the U.S. or Canada, we offer top tier health insurance for you and your dependents.

Hiring Guidelines:

All roles at Help Scout are fully remote. Some positions have specific location requirements. For roles outside the U.S. and Canada, we work with teammates as independent contractors under country-specific agreements.

We do not sponsor visas. Teammates must already be authorized to work from their home country.

We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We have read the studies and understand that diverse teams build better products, bring more perspective to the table, contribute to a company’s financial success, and help foster a more inclusive environment for all employees, but the bottom line is that it's the right thing to do.

To provide you with the best experience, we can support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.

A note on the use of AI in our interview process

While we understand that AI is an important tool in a modern skillset, we ask that you do not utilize AI assistants live on our interviews. Of course, use any tools you need to prepare! But we'd like for you to have a real human-to-human conversation with our team.

On our end, we utilize a platform called Brighthire as a notetaker and review tool to ensure a fair and transparent hiring process.

Beware of scammers! All legitimate communication from Help Scout regarding your application will come directly from an @helpscout.com email address and through our applicant tracking system, Ashby. We will never ask for personal financial information or conduct interviews outside of these official channels.