Lead / Principal Brand Designer

Who we are At Help Scout, we’re on a mission to help businesses delight more customers. We’ve been on this journey since 2011, and today more than 12,000 companies use our platform to provide outstanding customer support. We’ve been fully remote from the beginning, and have a team of 140+ people all over the world.

Find out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below.

We love crafting beautiful products and growing a business together, but we're also trying to do something bigger. We're building a company that brings out your best and leaves the world a better place — a company that seeks balance between profit and purpose. That’s why we've been a Certified B Corporation since 2019 and have pledged 1% of our equity back to the community.

Help Scout’s success hinges on hiring talented, high-accountability people who want to be part of creating a culture where we all feel challenged and supported to do our best work. We hope that excites you to join us!

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 : Owning 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.

Our impact Check out our Pitch Deck.

Brand Creative is a small but mighty in-house team of designers and developers. While our primary focus is to bring our product to market on our website, our team is well-rounded and supports many creative outputs — from multi-channel brand campaigns to retreats & swag. We are arbiters of the brand. Everything customer-facing passes through the design team in some way. You’ll be making things that are seen and used by several hundred thousand people every month, and it’s your job to ensure that every moment — no matter how big or small — looks, feels, and sounds like Help Scout.

About the role

The Lead / Principal Brand Designer is accountable for executing work that defines and evolves the look & feel of the Help Scout brand.

Your work not only sets the visual standard for our team, but it is tethered to strategic initiatives and generates business impact.

You will own and implement design systems, frameworks, and direction documents that serve as reference and starting points for the rest of the team.

This team member is a multiplier that inspires and mentors teammates, fosters consistency across channels, and elevates our brand and the way we work.

About you

You’re a world-class visual designer with a keen attention to detail.

You lead by example, and remain curious and consultative with teammates and cross-functional partners, seeing their feedback as critical to your work’s success.

You communicate effectively and leverage prototyping and asynchronous techniques to move work forward, often handling multiple complex projects in tandem.

You root work in performance metrics and business strategy, and pursue the most impactful tactics. If you see other opportunities, you speak up and propose them.

You know when to use time-saving approaches and when to build new systems. You coordinate folks around the business to take projects from idea to completion.

You are a role model and a culture leader who embraces ambiguity and finds ways to create clarity for yourself and coach your fellow teammates.

The Team You’ll be reporting to our Creative Director, Matt Plays. You\'ll work closely with everyone in the Revenue Org, including Content, Sales, Demand Gen, and Partnerships teams. Cross-functionally, you’ll interact regularly with our Co-founder & VP of Product Design, Jared McDaniel, and our CPO, Scott Rocher. You’ll also work alongside support team members, product teams, and engineering.

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. Read 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 Sales 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, Ireland, Netherlands, Poland, United Kingdom, Denmark, Italy, Spain. We’re working on expanding this list. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

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 prefer 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.

About Help Scout We\'re on a mission to help businesses delight more customers. We love crafting beautiful products and resources to solve that challenge, but we\'re also trying to do something bigger. We\'re trying to build a company that brings out your best and leaves the world a better place — a company that seeks balance between profit and purpose. That\'s why we\'ve been a Certified B Corporation since 2019, have pledged 1% of our equity back to the community, and have been remote since day one, now with 140+ people in 115 cities worldwide.

To learn more about who we are, visit the About page. 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.

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