Customer Support Specialist

Summary

Join HubSpot as a Customer Support Specialist (Weekend) 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 requires strong communication, troubleshooting, and problem-solving skills. You will collaborate with internal teams and proactively identify opportunities to grow customer businesses. The position requires a commitment to working weekends and weekdays, fluency in English, and a customer-first mentality. HubSpot offers various benefits, including work-from-home options, world-class training, stock purchase plans, education allowance, unlimited time off, and more.

Requirements

• Commit to working 3 weekdays and both weekends (Saturday and Sunday). Working hours are from 8 - 5pm Singapore time
• Be fluent in English
• 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

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!
• Primary Caregiver Leave of 16 weeks and Secondary Caregiver Leave for 6 weeks