Episode 7

Where Increasing Internal Transparency and Accountability Can Lead to Recruiting Team Success

About this Episode

Leah delves into the specifics of the hiring process at Help Scout. She talks about the value of retrospectives, where they analyze the hiring process for each role filled, learning from their experiences and making necessary adjustments for future hires. She shares how this approach has helped them identify bottlenecks and improve their hiring timeline.

Finally, Leah shares her hot take on hiring. She believes that many people struggle with hiring and that those who think they're great at it are often the worst. She advocates for respecting candidates' time and compensating them for any work or projects they do as part of the hiring process. Tune in to learn more about Leah's approach to hiring and how Help Scout is innovating in this space.

Topics

Communication

This Episode's Guest

Leah Knobler

VP of People @ Help Scout

Leah is the Vice President of People at Help Scout, a fully remote software company that provides tools for businesses to enhance their customer support. She previously served as the Director of Talent Acquisition at Help Scout. She has been with Help Scout for eight years and oversees the people function, managing a team of eight and handling all aspects of talent acquisition, total rewards, business partnerships, and employee experience.

Key Learnings

Leah advocates for increasing internal transparency and accountability as a path to recruiting success. She emphasizes the importance of continuous improvement as a way for recruiting teams to identify bottlenecks and areas of opportunity. She also notes that sharing insights, both positive and negative, about the hiring process with the entire company helps foster a strong internal culture and leads to process improvements. Last, she believes in the value of building genuine relationships with candidates to solicit feedback as well as compensating them for any work (i.e. projects, coding tests) they need to do during the hiring process.

Major takeaways:

  1. Continuous Improvement in Recruiting Teams Leah emphasizes the need for continuous improvement in recruiting teams, similar to the approach taken in sales and marketing. She discusses how Help Scout began to focus on this aspect in 2020, leading to an evolution in their hiring process. The team started to analyze their hiring process for each role filled, learning from their experiences and making necessary adjustments for future hires. This approach has helped them identify bottlenecks and improve their hiring timeline.
  2. The Importance of Internal Transparency for Team Success Internal transparency has a place in the hiring process, according to Leah. The importance of sharing insights from the hiring process with the entire company, including what worked, what didn't, and what they learned they do at Hire Scout. This transparency has led to process improvements and has been a key factor in their success.
  3. The Value of Candidate Feedback Stressing the importance of soliciting candidate feedback, Leah believes that this feedback is crucial for growth and improvement. She also discusses the importance of respecting candidates' time and compensating them for any work or projects they do as part of the hiring process.

Hosted By

Shannon Ogborn

RecOps Consultant & Community Lead @ Ashby

Shannon Ogborn is a Recruiting Ops expert with nearly ten years of experience at companies from Google to Hired Inc and more. She’s shining a spotlight onto what makes a recruiting strategy one of a kind.

Other Episodes

The Future of Talent: Embracing Fractional Recruiting

The Future of Talent: Embracing Fractional Recruiting

In this episode, we chat with Natalie Stones, Founder & Chief Talent Leader @ Talent Refinery about the benefits fractional recruiting it has on business and recruiting strategy and the best ways to lean in to this new era of recruiting.

Listen to this episode
Boosting Offer Acceptance Rates with Active Listening Strategies

Boosting Offer Acceptance Rates with Active Listening Strategies

In this episode, we chat with Reggie Williams, Head of Tech Talent at Bain Capital Ventures to discuss how active listening strategies can boost your offer acceptance rates.

Listen to this episode

Join the Hiring Excellence movement

New episodes every month - subscribe here so you never miss out.