Help Scout
is hiring
Data Analyst
About Our Company
Help Scout is designed with your customers in mind. Provide email and live chat with a personal touch, and deliver help content right where your customers need it, all in one place, all for one low price.
The customer experience is simple and training staff is painless, but Help Scout still has all the powerful features you need to provide great support at scale. With best in-class-reporting, an integrated knowledge base, 50+ integrations and a robust API, Help Scout lets your team focus on what really matters: your customers.
Help Scout is trusted by 12,000+ customers in over 140 countries, including Buffer, GrubHub, AngelList, and Timbuk2.
Job Description & Responsibilities
As a Data Analyst at Help Scout, you’ll work closely with executive and leadership stakeholders to define how to measure success, track the business's health, and find data-backed opportunities to help the company grow. You’ll use data to help advise our teams on how best to measure success, understand where our teams are having success, and provide insights to the company.
What You'll Do
- You’ll use data storytelling to clarify the organization’s big questions, like how healthy the business is and what opportunities we can explore to improve it.
- You will collaborate closely with leadership stakeholders to help shape their team strategy and develop and define their quarterly objectives and success metrics.
- You’ll work with engineers during the product development stage to ensure features are being developed with reporting in mind.
- You’ll build a data and analysis roadmap that anticipates significant reporting deliverables and related infrastructure work.
- You’ll model product usage data so that Product and Revenue teams can easily find insights for common asks.
- You'll foster a data-driven culture at Help Scout by providing training and creating resources (documentation, screencasts, etc) to empower others to perform their analyses.
Requirements
Data analysis
- You have 4+ years of experience with SQL and can translate business requirements into procedures and views. You are comfortable writing CTEs, window functions, aggregations, and various join types.
- You have a strong interest in applied knowledge of statistics, KPIs/metrics, and trend analysis. You are comfortable using a wide range of statistical and analytical techniques to derive patterns from data.
- You’ve had previous experience with large datasets, such as analytics events or product event log data.
Data modeling
- You can intuit what data and measurements stakeholders need in the long term to build valuable, sustainable data models that serve organizational needs.
- You have 2+ years of dbt experience, our analytics engineering tool that allows analytics engineers and analysts to build and iterate on data models quickly.
Reporting and visualization
- You’ve had 4+ years of experience with data warehousing, BI, and reporting tools (e.g., Looker, Power BI, Tableau, etc). You are passionate about visualizing data that can tell a story and be easily understood by others in the business.
Project management
- You’re focused on taking projects from start to finish and enjoy the process of turning nebulous ideas into reality.
- You have good analytical & problem-solving skills with a history of successful project ownership.
- You can manage competing priorities well between large, in-depth projects and ad hoc requests to support the business day-to-day.
Collaboration
- You are an effective collaborator, an excellent listener, and a fantastic communicator who can write and speak with empathy. You like working directly with business teams to explore and gain insight from new data sets
What we offer
Company Values
Happy to Help
Help is our first name. We show up for others, not because we have to, but because we want to. We share knowledge and give freely by default, and operate with generosity and empathy for each other, our customers, and our community. After all, there is no I in team (or software).
Craft over Convention
Although it’s tempting to follow a well-worn path, we push ourselves to run beyond it — even when that sets us apart from our peers. We’re building a culture where it’s safe to be ambitious and hold each other to high standards. That’s why we obsess over the last 10%, because it shows up for our customers and the business in powerful ways.
Progress not Perfection
The work of building a product, culture, and brand is never done – we ship our best effort, listen, iterate, then repeat. Seeking progress requires the vulnerability to be curious, humble, and hungry to learn. Great ideas can come from anywhere, so we share our work openly, welcome the perspective of others, and continuously search for what can be improved.
Own the Outcome
Ownership is key to our collective success. We consider the impact on our team and our community before we act, and believe that trust and integrity are non-negotiable. To create a better future, our decisions are made with stakeholders today and ten years from now in mind.
Who You'll Work With
- Jessica Liu, Data Team Manager. This role reports to Jessica. You’ll chat and collaborate with her often, receive mentorship, and build an understanding of the organization and its analysis needs.
- Kyle Thompson, Senior Analytics Engineer. This role regularly works with Kyle, an integral Data team member. Analysts work with Kyle to determine whether we need the data, how best to organize and model it, and how to surface it in Looker.
- Eli Overbey, VP of Revenue Operations. This role is part of the Revenue Operations division. You’ll learn how the business is doing and how the Revenue Operations team expects to support upcoming initiatives.
- Shawna Fisher, CFO. The Revenue Operations division is part of the Business Team. Revenue Operations leads work closely with Shawna and the rest of the Finance team.
Compensation
Each role at Help Scout has a pay range aligned to our salary formula and based on national market data. We take a competency-based approach and pay is based on the level and band of your role. We assess leveling during the hiring process for new teammates, during our bi-annual performance review cycles, and when a teammate’s role changes.
Our remote compensation philosophy is not based on the employee’s geographic location. You are paid the same no matter where you live.
For this role, our salary range is $136,000 - $147,000.
Perks & Benefits
Help Scout offers a variety of perks and benefits to support you and your family. Our offerings include healthcare coverage, wellness resources, and so much more. Visit our careers page to learn more.
Hiring Guidelines:
All of our roles are remote, however, some roles may carry specific location-based eligibility requirements. Additionally, because Help Scout is a fully remote company and we hire from many countries, we do not sponsor visas. Help Scout teammates need to be authorized to work from their home location.
For our Product Management, and Product Design roles, we are only able to hire in the United States.
For other roles, we are only able to hire in the following countries: United States, Canada, Australia, Finland, Ireland, Netherlands, Poland, United Kingdom, Denmark, Germany, and Norway.
