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      Help Scout

      Engaged employer

      Help Scout Reviews

      3.2

      56% would recommend to a friend

      (50 total reviews)
      avatar

      Toby Gabriner

      Not enough data to show CEO approval

      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).

      Ratings by demographic groups

      Reviews by job title

      50 reviews
      1.0
      Oct 27, 2022

      Cash first, people second

      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
      1.0
      Mar 28, 2024

      Very low morale

      Anonymous employee
      Recommend
      CEO approval
      Business outlook

      Pros

      Work life balance, flexible hours.

      Cons

      Fake transparency, toxic positivity, unrealistic expectations.

      avatar
      Help Scout Response
      2y
      I'm sorry your experience isn't fully living up to your expectations. But I am glad to hear that work-life balance and flexibility around work schedule are pros for you -- that's important! I'd be more than happy to chat 1:1 to learn more about what you see as cons as we're always looking for ways to improve. -- Leah, VP of People
      5.0
      Aug 2, 2016

      Best company I have ever worked for!

      Design engineer
      Recommend
      CEO approval
      Business outlook

      Pros

      It is amazing to see (and feel) how much everyone at Help Scout cares about the customer, the product, and each other. Working on a remote team can be hard, and at times a little lonely. However, the People Ops team have done a damn fine job in making sure everyone feels connected. The friendliness of the team (because everyone here is incredibly nice) also makes you feel like you have people you can talk to. I've never experienced (non-work) Slack team chat rooms so full of life, it's great! Because of my unique role in the company, I was privileged enough to be able to experiment and explore concepts that go beyond Help Scout, specifically open-source based code. Not only was my team, my manager (and heck, everyone in the company) supportive of this effort, but they were also excited and they encouraging.

      Cons

      I think the only con is it might be tough if you're hired as a remote worker, and you've never had remote working experience before. By remote working experience, I don't mean you get to work at home on Fridays kind of thing.. I mean you work by yourself almost 100% of the time (with the exception of team retreats). Remote culture is embraced here, along with all the responsibilities of being remote. However, the team is exceptionally understanding and supportive!

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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.