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      Help Scout

      Engaged employer

      Help Scout Reviews

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      3.2

      56% would recommend to a friend

      (50 total reviews)
      avatar

      Shawna Fisher and Nick Francis

      47% approve of CEO

      41% positive business outlook

      Ratings by category

      4.5

      Work/Life balance

      3.8

      Culture and values

      3.7

      Diversity and inclusion

      3.6

      Compensation and benefits

      3.0

      Senior management

      2.8

      Career opportunities

      Help Scout has an employee rating of 3.2 out of 5 stars, based on 50 company reviews on Glassdoor which indicates that most employees have a good working experience there. The Help Scout employee rating is in line with the average (within 1 standard deviation) for employers within the Information Technology industry (3.9 stars).

      Reviews by job title

      50 reviews
      5.0
      3 Dec 2015

      Daily encouragement and growth

      Support
      Recommend
      CEO approval
      Business outlook

      Pros

      Since day one, I've felt like a part of the team since everyone was so welcoming and friendly! What I love the most is that everyone is exceptional at their craft, which both encourages me in my work and also contributes to my growth in my specialty and other areas. It's also amazing to be able to work from home (or wherever I feel most comfortable) as we have and embrace a remote-first culture, but it's a total blast when we get together twice a year for our company retreat!

      Cons

      Honestly, none! It's been the best job I've ever had.

      5.0
      20 Mar 2024

      Do your best work

      Principal designer
      Recommend
      CEO approval
      Business outlook

      Pros

      Help Scout made me better, period. I was pushed in my craft, pushed in how I communicate and collaborate with a remote team, and encouraged to learn about what it really means to be customer-centric. I always appreciated the candor of leadership in leaning into vulnerability — as a relatively small team in a scale-up, the founders made quick decisions but were always transparent and honest in their approach. It's no secret that craft excellence is revered, and while that can sometimes create the illusion of an impossible bar, it also means that you're surrounded by people who truly care and are doing their best. Initiative is also encouraged — if you see an area of improvement or there's something you'd like to see prioritized — you'll almost always have the full support of the company to make the change. It means if you want to have an impact, you absolutely can. I also appreciated how the leadership team is aligned on having an opinion — nobody is creating process or structure for the sake of it, but instead everything is done with reason — which means that often the company and product rejects the status-quo. It makes Help Scout a truly unique product and place to work. This is supported by the People Team who do an incredible job to make sure that people feel supported and successful in their role.

      Cons

      As a small company, things change... priorities, strategy, teams. I went through a couple of re-orgs during my time, which feels like the nature of an organization that understands the need to adapt and change as it grows. But that growing pain is uncomfortable and can slow teams down momentarily. I worked closely with the Founders, which I initially found quite uncomfortable, and at times like I was circumventing due process — but eventually (and with the support of the People Team) found that collaboration to be hugely beneficial and a key contributor to my success. But leaning into that discomfort was certainly not an easy process.

      avatar
      Help Scout Response
      2y
      Thank you for this review and advice! It's greatly appreciated.
      2.0
      1 Sept 2023

      A shadow of its former self

      Part of customer experience organization
      Recommend
      CEO approval
      Business outlook

      Pros

      * Flexible and remote work * healthcare benefits * Track record of hiring great people *Great work/life balance

      Cons

      * High attrition from women of color, people of color, and minority groups at all levels. They either left or were let go. Questions have been asked about their departures, but the company's stance remains quite vague. * Poor, inexperienced leadership members have caused thrash and have contributed to a new culture of blame under the guise of accountability. 2 of 3 founders have no other work experience beyond Help Scout, and their decision making reflects that. * There is no way to make CEO happy. Micro management trickles from the top down. Now everyone has to "earn back trust" plus other abusive patterns * DEI is a buzzword. They publish a DEI report and hire an external consulting agency to help lead sessions for the company. The truth is obvious when you see how many people of color and minorities have left. * Lack of transparency and ownership in regards to the company's cultural problems. * HR will listen but is powerless, CEO ignores HR *

      Viewing 1 - 3 of 50 Reviews
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      Glassdoor has 55 Help Scout reviews submitted anonymously by Help Scout employees. Read employee reviews and ratings on Glassdoor to decide if Help Scout is right for you.