helpscout - Lead Product Manager, Agents

• You have shipped AI-powered products and understand how they fail — not just how they work when they work • You think in outcomes, not features. "Resolutions handled" and "drafts sent" are more interesting to you than "new settings page launched" • You have strong monetization instincts. You can design a pricing surface that reflects real customer value and explain the tradeoffs when you can't • You're technically fluent enough to build genuine trust with engineers — you don't need to write the code, but you can hold a meaningful conversation about system architecture and make better decisions because of it • You know how to move customers along a trust curve: what confidence signals matter, how to sequence capability rollout, and when to hold back a feature because the experience isn't ready yet • You're genuinely fluent with AI tools and treat them as part of your craft — for research synthesis, strategy testing, rapid prototyping, and customer signal analysis. You have a point of view on where these tools are heading and how they're changing the shape of PM work • You understand that when execution is cheap, judgment is the bottleneck. Your highest-leverage hours are spent on strategy and prioritization — defining what's next and what's not — not on driving the build • You're an excellent writer. Help Scout runs on writing, and you make your thinking visible in one-pagers, briefs, and narratives that move decisions forward • You've worked in B2B SaaS and understand the difference between building for support teams vs. building for end consumers • 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 https://paulstamatiou.com/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 https://articles.helpscout.com/blog/aligning-culture-with-values/.