Customer Support Specialist

Summary

Join HubSpot as a Customer Support Specialist and work remotely from anywhere in Colombia with a stable internet connection. You will directly support HubSpot customers across all product lines and channels, resolving issues and helping them effectively use HubSpot tools. Responsibilities include communicating with customers via phone, chat, and email; troubleshooting technical queries; identifying and diagnosing software issues; utilizing internal resources; applying business acumen to identify growth opportunities; and collaborating with other HubSpot teams. Fluency in English and Spanish is required, along with strong communication, problem-solving, and customer service skills. A growth mindset, adaptability, and a desire to learn are essential. The role offers a dynamic and collaborative environment with opportunities for professional development and regular feedback.

Requirements

• Be fluent in English and Spanish
• Be self-motivated, always curious, and consistently eager to learn, with a growth mindset
• Be 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 be comfortable with change, ambiguity, working autonomously and using good judgment to make decisions that solve for the customer
• Be seeking to receive regular feedback and coaching to help you develop competencies relevant to make you successful in the role
• Be able to understand and utilize documented knowledge, as well as utilize current and emerging technologies to provide best in class support
• Be motivated by building technical skills, and acquiring in-depth knowledge about our product and related technical concepts
• Embody our HEART values and add to our company culture
• Work varied weekday shifts from 7:00 am to 8:00pm Colombian time, with possible weekends shifts. Overtime and holiday shifts are optional, and shift subject to change based on business need

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

Preferred Qualifications

Familiarity with Google Suite, JIRA, Chrome developer tools, and others would be nice to have, but not necessary

Benefits

• Remote work
• Flexible hours
• Professional development opportunities
• Regular feedback and coaching