Customer Support Specialist

Summary

Join HubSpot as a Customer Support Specialist and work directly with customers via phone, chat, and web to resolve product-related queries. You will leverage your business acumen to identify challenges and opportunities, utilize support resources, and apply troubleshooting frameworks. This hybrid role offers flexibility to work from the Dublin office, in a hybrid arrangement, or fully remote from anywhere in Ireland. You will collaborate with a team to build a positive and inclusive work environment. The role requires fluency in English and French, a customer-first mentality, and a growth mindset. HubSpot offers a supportive and collaborative environment with opportunities for professional development.

Requirements

• Be fluent in English and French
• Be self-motivated, always curious, and consistently eager to learn, with a growth mindset
• Demonstrate a strong customer first mentality and enjoy helping others by adding long-term value
• Thrive in a dynamic and collaborative environment and be comfortable with ambiguity
• Seek to receive regular feedback and coaching, to help you learn and grow in your role
• Be able to understand and utilize documented knowledge to troubleshoot, resolve, and provide guidance on technical queries
• Enjoy 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

• Apply business acumen to our customer situations to proactively identify challenges and opportunities
• Use phone, live chat, and web tickets, you’ll partner with customers to effectively resolve issues, adapting to fluctuations in the volume of incoming inquiries
• Remove technical barriers for our customers and help them navigate a variety of tools within HubSpot
• Utilize the full potential of support resources and tools independently, and make sense of new and technical information
• Apply troubleshooting frameworks to test, recreate, and investigate technical queries to minimize escalations and resolution time
• Identify and diagnose software issues to fix and improve the product experience for our customers
• Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, enabling them to grow their business better
• Collaborate within HubSpot to more deeply engage customers with our platform, and improve the overall customer experience
• Be a role model and trusted advisor on the team showcasing customer first mindset and taking ownership of even the most complex and sensitive issues

Benefits

• Hybrid work option: full-time in Dublin office, hybrid arrangement, or fully remote from anywhere in Ireland
• In-person onboarding for full-time Engineering roles in a regional HubSpot office
• In-person events for broader Product team roles (PEER week, Product Group Summit, etc.)
• Accommodations for travel limitations or other reasons considered during the hiring process