Customer Support Specialist

Summary

Join HubSpot as a Customer Support Specialist and work directly with customers across all product lines and channels. You will resolve issues, build customer familiarity with HubSpot tools, and deliver a helpful and consultative support experience. This role involves communicating with customers via phone, chat, and email, troubleshooting technical queries, identifying software issues, and utilizing internal resources. You will apply business acumen to identify growth opportunities and collaborate with internal teams. The ideal candidate is fluent in English, self-motivated, performance-oriented, and thrives in a dynamic environment. HubSpot offers various benefits, including work-from-home options, world-class training, an education allowance, unlimited time off, and more.

Requirements

• Are fluent in English
• Are self-motivated, always curious, and consistently eager to learn, with a growth mindset
• Are 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, ambiguity, working autonomously and using good judgment to make decisions that solve for the customer
• Are seeking to receive regular feedback and coaching to help you develop competencies relevant to make you successful in the role
• Are able to understand and utilize documented knowledge, as well as utilize current and emerging technologies to provide best in class support
• Are 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

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

Benefits

• Work From Home options available. You choose Remote, Office or Flex!
• World Class New Hire Training
• Employee Stock Purchase Plan
• An education allowance up to USD$5,000 per annum
• Unlimited Time Off Policy
• Private health insurance allowance
• Free ebooks library
• Annual fitness reimbursement
• Five-year sabbatical - Paid 4 week sabbatical with USD$5k bonus!
• Primary Caregiver Leave of 16 weeks and Secondary Caregiver Leave for 6 weeks