Head of Communications

Job Description

At Help Scout, we make software that helps more than 12,000 small businesses talk with their customers. We’re a fully remote team of ~150 employees in over 75 cities around the world and we’ve staked our reputation on being helpful and human. In 2022, we’re taking these values to the next level as we reintroduce ourselves to our audience of customer service professionals, small business leaders, and startup founders. We are in an exciting period of rapid growth. We’re proud of the company, brand, and product we’ve built over the past eleven years. Although, _technically_ we’re a SaaS company, we tend to break the mold when it comes to our B2B software-selling peers. We’re not interested in building a company that burns cash and people for the sake of hyper-growth. Our tolerance for creative risk and investments in our brand are more aligned with those made by media companies and consumer brands. We’ve built an incredibly engaged, fully-remote team that’s motivated by our pursuit of profit and purpose . But if we’re being honest, we haven’t been the best storytellers — particularly when talking about ourselves. That’s where you’d come in. We’re looking for a bright, creative communicator to establish a new team that would manage all corporate and internal communications. As the Head of Communications, you’ll create a strategy to improve both internal and external communications; however, we don’t expect you to be a superhero at both. Strong candidates would be able to articulate their expertise in one area and express how they’d build a team to support the other. The communications function will help to accelerate our brand awareness and improve our employee experience. Over the next 12 months, we hope to see this team scale to handle corporate communications, thought leadership, executive speaking programs, crisis comms, social media, PR, media relations and company-wide communications. This is a highly visible role and you’ll regularly collaborate with the executive team. As a senior member of the Brand team, you’ll work with leaders on the Content and Creative teams to continue to evolve our brand into one that inspires others and gives us an edge when competing for talent and customers. We believe that brand is a differentiator and that the right content, creative, and communications strategy will propel our company forward.

About the Role

• You’ll shape the strategy for our new communications function, ensuring that our messaging is authentic, transparent, and aligns with the Help Scout brand.
• You’ll have the opportunity to build and lead a small team of communication pros to help you execute your vision.
• We’ll look to you to propose priorities and develop your own metrics for success.
• You’ll help drive our brand strategy forward by collaborating with our Content and Creative teams.
• You’ll partner with executive leadership and the People team to set the tone for our thought leadership and employer brand.

About You

• You love telling stories, thinking creatively, and refining messaging.
• You have a proven track record of creating communications playbooks that drive alignment across the company.
• You’ve had exposure to all areas of communications but have gained increasing responsibility and specialization in corporate communications.
• You’re an exceptional communicator with impeccable people skills. You balance rigor with empathy (and levity!), producing excellent results because you’re in it for the good of those around you.
• You’re excited by an opportunity to create something from a blank slate and aren’t afraid to experiment.

Who You'll Work With

• Kristen Bryant , Senior Director of Brand, will be your manager
• LaToya Lyn , Chief People Officer, will collaborate with you to set priorities for internal communications
• Hillary Noble , Senior Editorial Lead and Janie DeGuzman , Creative Director, will be partners in the development of our company’s brand, voice, and experience

#LI-Remote Benefits Competitive salary - Our salary formula is public to all employees (but doesn't divulge your specific salary) and we update it at least once per year. Your salary is the same no matter where you live. Our goal is to pay at or above the market rate of a US-based tech hub like Boston or Seattle. Health and dental insurance - We cover you and your family's health/dental insurance 100%. If you are based in the US, we'll cover you on our Aetna policy. If you're based outside the US, we'll reimburse your out-of-pocket health and dental insurance costs. Long-term/short-term disability insurance & life insurance - we cover 100% of the premiums for LT/ST disability insurance and base life insurance. You also have the option to purchase supplementary life insurance through our provider (currently US only). Flexible vacation - Take time off when you need it! We recommend 3-4 weeks in addition to public holidays, but there are no firm rules. We trust you. Sabbatical - After you've been at Help Scout for 4 years, you get a month of paid vacation (in addition to regular vacation) and $2,500 to spend towards travel, learning, projects or anything else during your time off. Read about what our CEO did. Paid parental leave, including adoption and foster care - 12 weeks of paid leave for all new parents. 401k with 1% match - via Betterment for Business (currently US only) Personal Development stipend - Up to $1,800 per year to improve your craft Bonuses - everyone is eligible to receive a quarterly bonus up to 8% based on shared company revenue goals. Set you up for success — we’ll get every new teammate a Mac laptop or equivalent of their choice, and provide a $1500 stipend so you can feel ready to work from home. We also cover up to $350 USD per month if you'd like to rent a co-working desk somewhere. Complete transparency - Everyone has full access to business metrics and financial information about the company. About Us Help Scout is made by roughly 160 people in 80+ cities around the world, all with a passion for helping others. We come from diverse backgrounds and are united by an enthusiasm for great products and delightful customer experiences. Help Scout launched in 2011 and today we have more than 12,000 paying customers in 140+ countries. Why Help Scout? We're remote. It doesn’t matter if you’ve worked remotely before — we’ve been doing it for nearly a decade and are helping to write the playbook — we’re happy to show you the ropes. Most folks that get a taste of working in a "remote first" company have a hard time going back to the old way of doing things. We’re passionate about diversity and inclusion. The data is abundantly clear about diverse teams being more successful, and we're dedicated to setting the team up for success. Today our leadership team is 62% women, and that's just the start. Here's our DEI Dashboard where you can see all of our team demographic data and read about our commitment to this work. We're committed to SMBs for the long term. Help Scout is focused entirely on serving small and midsize businesses, typically up to 500 employees, because those companies view customer service differently. It's not a cost to be optimized, it's their most effective marketing tool and a key differentiator from the competition. We built Help Scout for companies that truly value being customer-centric (like us) and want a product that shares their values. We're leaving the world better than we found it. Did you know Help Scout is a certified B Corporation, with a mission to give away at least 1% of our product through Help Scout for Good ? Our company exists not just to help ourselves, but to invest in our team, our customers, our community, and our environment. Our commitment to you 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. Apply for this job