E152 – Powering Remote Culture for a Team of 90+ (Leah Knobler, Help Scout)

In today's episode, we're reeling in another throwback episode, Joe's interview with Leah Knobler of Help Scout - a support tool and customer service platform used by customer-centric organizations around the world, from small businesses to high-growth startups and nonprofits.

Leah gives us several actionable nuggets about hiring, scaling, managing, and growing a remote team, a detailed overview of Help Scout's recruitment process, and diversifying a team of skills and talent.

Episode Resources:

• Help Scout
• Leah Knobler is on Twitter and LinkedIn
• Leave an Apple podcast review or binge-watch past episodes
• Send questions to [email protected] for the next Q&A pod
• Visit the WPMRR website

What to Listen For:

• 00:00 Intro
• 01:37 Welcome to the pod, Leah!
• 05:57 Help Desk Software is the main tool
• 07:17 Company growth from 24 people to 90 remote employees
• 12:38 Donut, Slack's teammate connection app
• 15:25 The evolution of Help Scout's recruitment process
• 23:07 From application screening to proposing an offer
• 25:31 Remote companies need to be transparent in all aspects
• 28:59 Excellent people need excellent pay
• 33:23 How to make sure you're hiring from a diverse set of background
• 43:04 What can small companies do to start recruiting diverse candidates
• 47:31 Find Leah online!