Customer Support Specialist

Summary

Join HubSpot as a Customer Support Specialist and provide exceptional support to customers using HubSpot software. You will resolve customer issues through various communication channels, utilize your knowledge of HubSpot to diagnose problems, and maintain ownership of cases until resolution. This role requires strong communication, technical aptitude, and a passion for customer service. You will receive comprehensive training and ongoing learning opportunities within a growth-oriented culture. The position offers a competitive salary and benefits package, including equity and potential for overtime pay. Work is primarily weekday shifts with some weekend shifts required.

Requirements

• Demonstrate comfort in autonomous learning, troubleshooting and taking an investigative approach to fix a problem
• Possess technical aptitude and familiarity with SAAS concepts
• Are acquainted with customer service and are passionate about the customer experience
• Motivated by customer-facing interaction
• A curiosity for technical deep-diving and troubleshooting
• Solid communication and writing skills
• Time management and organization
• A desire to learn and grow
• An interest in, or understanding of, basic Internet and information technology

Responsibilities

• Partner with our customers and effectively resolve issues through chat, email, and phone
• Build your resilience, composure, and flexibility as customer needs evolve and ticket volume changes
• Utilize comprehensive knowledge of HubSpot to diagnose software issues, engaging with our product, engineering, and customer success teams to solve more complex product issues
• Maintain ownership of cases from initial contact through resolution
• Identify opportunities for existing customers to upgrade their tools
• Discover, report, and monitor bugs and issues
• Work weekday shifts

Preferred Qualifications

• Are interested in building technical knowledge around APIs, HTML, & CSS
• Familiarity with Google Suite, JIRA, Chrome developer tools, and others

Benefits

• Programmatic training and ongoing, on-the-job learning
• Cash compensation range: 40000-60000 USD Annually
• The cash compensation above includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles
• HubSpot’s equity plan to receive restricted stock units (RSUs)
• Some roles may also be eligible for overtime pay
• Flexibility and connection, whether remote or in-office