Remote Customer Support Specialist

Summary

Join our team as a Customer Support Specialist and work directly with HubSpot customers to resolve issues, build familiarity with tools, and deliver a human-centered support experience.

Requirements

• Fluent in English and Spanish
• Self-motivated, always curious, and consistently eager to learn, with a growth mindset
• Performance oriented and demonstrate a strong customer first mentality by providing high quality service to a consistent number of customers daily
• Thrive in a dynamic and collaborative environment and are comfortable with change
• Ability to work independently and collaboratively as part of a team
• Strong problem-solving skills, analytical thinking, and ability to prioritize tasks effectively
• Excellent written and verbal communication skills
• Ability to work in a fast-paced environment with multiple priorities and deadlines
• Experience working with CRM software, preferably HubSpot
• Basic knowledge of HTML, CSS, and JavaScript (not required but a plus)

Responsibilities

• Communicate with customers via phone, live chat, and e-mail to effectively resolve issues, adapting to fluctuations in the volume of incoming inquiries
• Apply troubleshooting frameworks to test, recreate, and investigate technical queries to remove barriers and help customers get back on track as quickly as possible
• Identify and diagnose software issues to fix and improve the product experience for our customers
• Utilize the full potential of internal resources and tools to learn and adapt to a growing product and a fast-changing industry
• Apply business acumen in customer interactions to proactively identify opportunities to grow their business, through the usage of our software, and convert those opportunities into leads for Sales
• Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, working with customers with their overall Hubspot experience in mind that grow their businesses better
• Collaborate within HubSpot (with teams such as Customer Success and Product) to retain and grow customers on our platform
• Be a role model and a trusted advisor by showcasing HubSpot values and a customer centric approach in every customer interaction