Sr. Product Analyst at Helpscout

Picture a fully remote team of more than 120 people spread across the globe, all working together since 2011 to build software that helps relationship-driven companies deliver outstanding customer service. Over 10,000 organizations now rely on Help Scout to support their customers, patients, and communities, and we are entering an exciting new chapter where AI helps teams focus even more on the human side of support while we continue to raise the bar on craft and quality.

The opportunity

We are hiring our first dedicated Product Analyst. In this role you will serve as the main bridge between our Data & Analytics team and the Product team, turning product usage data into clear, decision-ready insights that shape what we build. You will own our Mixpanel implementation from end to end and partner closely with product managers, designers, and engineering leads to define questions, run analyses, and translate findings into product recommendations that actually ship. Because our data platform team is already standing up a comprehensive BigQuery-based data lake, you will step into an environment where the foundational infrastructure is in place and you can focus on generating insights from day one.

A day in the life

• You sit with product managers and engineering leads to scope analytical questions tied to the roadmap, then deliver findings that influence what gets built next.
• You manage our Mixpanel instance, setting instrumentation strategy, refining event taxonomy, writing tracking specs for new features, and deciding what should be tracked client-side versus server-side.
• You analyze how customers actually use Help Scout, studying activation patterns, feature adoption, retention drivers, and friction points, then turn those observations into product narratives that product managers can act on.

Who you are

You bring three to five years of experience as a product analyst, product data scientist, or in a product-focused analytics role at a SaaS company. You write complex SQL queries against event tables, dimensional models, and time-series data with ease, and you have hands-on experience designing instrumentation, event taxonomies, funnels, retention reports, and cohort analyses in Mixpanel. You have designed and analyzed A/B tests, understand statistical concepts such as significance, power, and minimum detectable effect, and you know how to avoid common pitfalls in product experimentation. Strong product instincts help you distinguish between interesting charts and charts that should change a roadmap decision, and you communicate findings clearly in both writing and conversation so product teams can act on the stories behind the numbers. You are self-directed and comfortable defining your own priorities in partnership with product managers.

Experience with Hex or similar notebook-style tools, BigQuery, dbt, Python for ad-hoc analysis, feature flagging platforms, or product-led growth analytics is helpful but not required. A background in customer support, helpdesk, or B2B SaaS product domains is also a plus.

Why you'll love it here

You will define the shape of product analytics at Help Scout rather than slotting into an existing function, and you will have a direct line to the Director of Data & Analytics, the Chief Product Officer, and the executive team. Your work will be visible and valued. We offer flexible hours so you can choose the schedule that works for you, generous paid time off, twelve weeks of fully paid parental leave for all new parents including adoption and foster care, a home office budget to help you stay set up and productive, a coworking budget of up to $300 per month, and an annual professional development stipend of $1,800. If you are based in the United States or Canada, we provide top-tier medical insurance for you and your dependents. All roles at Help Scout are fully remote, and we are committed to building a diverse and inclusive workplace where everyone can do their best work.