Customer Support Specialist

Summary

Join us as a Customer Support Specialist (Weekend) at HubSpot, where you will work directly with customers to resolve issues and provide a human-centered support experience. You will be responsible for communicating with customers via phone, live chat, and email, applying troubleshooting frameworks, identifying software issues, and collaborating with internal teams. We are looking for self-motivated individuals who can commit to working 3 weekdays and both weekends, are fluent in English, and embody our HEART values.

Requirements

• Can commit to working 3 weekdays and both weekends (Saturday and Sunday) . Working hours are from 8 - 5pm Singapore time
• 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

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