Customer Support Specialist

Summary

Join HubSpot as a Customer Support Specialist and work directly with customers across various channels to resolve product-related queries. You will deliver exceptional support, applying creative problem-solving to help customers optimize their use of HubSpot tools. This hybrid role offers flexibility with options to work remotely or in our Dublin or Berlin offices. The position requires a minimum of one year of customer support experience, fluency in English, and strong technical troubleshooting skills. You will collaborate within a dynamic team, continuously learning and providing feedback. HubSpot values a customer-first mentality and a positive, inclusive work environment.

Requirements

• Are fluent in English
• Have a minimum of 1 year of experience in a customer support or technical support role, preferably within a software or technology company
• Have a strong foundation in technical troubleshooting and enjoy delving into complex technical queries
• Are adept at understanding and using product documentation to resolve customer issues effectively
• Are self-motivated, always curious, and consistently eager to learn, with a growth mindset
• Enjoy developing technical skills and acquiring comprehensive knowledge of our product and related technical concepts
• Demonstrate a strong customer-first mentality and enjoy helping others by adding long-term value
• Thrive in a dynamic and collaborative environment and are comfortable with ambiguity
• Embody our HEART values and contribute positively to our company culture

Responsibilities

• Utilise phone, live chat, and web tickets to partner with customers, effectively resolving issues and adapting to fluctuating inquiry volumes
• Apply business acumen to customer situations to proactively identify challenges and opportunities
• Remove technical barriers for customers and guide them through various tools within HubSpot
• Independently utilise support resources and tools to comprehend new and technical information
• Implement troubleshooting frameworks to test, replicate, and investigate technical queries, minimising escalations and resolution time
• Identify and diagnose software issues to enhance the product experience for customers
• Deliver thoughtful, empathetic, and comprehensive resolutions tailored to each customer, facilitating their business growth
• Collaborate within HubSpot to deepen customer engagement with our platform and enhance overall customer experience
• Serve as a role model and trusted advisor, demonstrating a customer-first mindset and taking ownership of even the most complex and sensitive issues

Preferred Qualifications

Experience within a software or technology company

Benefits

• We’re a hybrid team, with this role being open in our Dublin office, Berlin office, with remote and flex options for both Germany and Ireland
• This role is a full-time position
• If you are joining our Engineering team in a full-time role, you will be required to attend a regional HubSpot office for in-person onboarding
• If you join our broader Product team, you’ll also attend other in-person events such as HubSpot’s annual PEER week, your Product Group Summit, and other in-person gatherings to continue building on those connections
• If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements