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      Help Scout reviews

      Cash first, people second - Anonymous employee Help Scout Employee Review

      1.0
      Oct 27, 2022
      Anonymous employee
      Recommend
      CEO approval
      Business outlook

      Pros

      They have an amazing remote first environment

      Cons

      It’s hard to call yourself a people first company when you reassure your employees every month that there is nothing to worry about when asked about layoffs due to the economy….and then layoff over 10% of your employees two weeks later. I understand that this is a business but do not appreciate the lies. CEO unwilling to spend money on product development and marketing causing us to fall behind competitors. So concerned about money rather than take any risks and see projects through any reasonable timelines. This was once a great company to work for, but those days seem to be behind them.

      avatar
      Help Scout Response
      3y
      Thank you for the feedback. Reducing headcount is certainly not an easy decision for anyone involved. You’ve seen the transparent financials and KPIs we’ve presented to the organization, which we will continue to do. We all hoped it wouldn’t be necessary to make this change, but as our 2023 planning process progressed, the need to act became clear and we acted quickly. The impact was 8% of our total headcount. It’s important to note that 2021 and early 2022 were a growth phase for Help Scout. We raised capital to invest in the functions you mentioned and increased R&D investment by more than 60%. Our Sales & Marketing investment increased by more than 150%. Unfortunately, when some of those investments aren’t generating a clear return for the business, we have to analyze the data and course correct, especially amid increased market uncertainty. Ultimately, I’m accountable for any underperformance in the business and I’m genuinely sorry for how this impacted our teammates. It’s my responsibility to balance risk and good financial stewardship so we can reach our long-term goals. I remain open to additional feedback from the team and will continue to share the performance of the business. - Nick Francis, Co-founder & CEO

      Explore other reviews about Help Scout

      5.0
      Feb 25, 2026
      Anonymous employee
      Recommend
      CEO approval
      Business outlook

      Pros

      Honestly, if I could give it 4.5 stars, that would really be my rating. I like it here, but it's definitely not perfect. The people are pretty amazing. They're smart and kind and generally people I'd want to hang out with if we lived in the same place. But we don't, because we're 100% remote. And that's pretty awesome too. People love our product. It's nice to work for a company that people genuinely appreciate. We're definitely customer-focused, which is so much nicer than some of the companies I've worked for where they're just obsessed with the next enterprise deal. The work-life balance is solid here. Lots of parents and people who have lives outside of work. The opportunity for ownership is great. I'm the kind of person that likes to drive my own work and tinker with problems, and I get that here.

      Cons

      It's messy. I've been here a year and there's definitely a lot of whiplash from strategy changes. At times it's really hard to see where we're actually going, but things have felt a LOT better since the Fall, and I'm genuinely excited for what we're doing right now. There's a lot of turnover. Some teams just feel less stable than others.

      3.0
      Feb 5, 2026
      Anonymous employee
      Recommend
      CEO approval
      Business outlook

      Pros

      Pay, work life balance, nice people

      Cons

      Incompetent HR team, significant business pivots causing instability and thrash, not the best benefits compared to other tech companies

      2
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