Customer Support Specialist

Summary

Join HubSpot as a Customer Support Specialist and provide exceptional support to customers through phone, chat, and web interactions. You will be responsible for resolving product-related queries, offering creative solutions, and partnering with customers to help them grow their business. This role offers flexibility to work from the Dublin office, in a hybrid arrangement, or fully remote from anywhere in Ireland. You will be part of a hybrid team, fostering a positive and inclusive work environment. HubSpot values a customer-first mindset and provides opportunities for professional growth and development.

Requirements

• Are fluent in English and French
• Are 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 longterm value
• Thrive in a dynamic and collaborative environment and are comfortable with ambiguity
• Are seeking to receive regular feedback and coaching, to help you learn and grow in your role
• Are 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

• We're a hybrid team. For this role, you have the flexibility to choose where you work: full-time in our Dublin office, in a hybrid arrangement, or fully remote from anywhere in Ireland
• At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee or work from the Office, we want you to start your journey here by building strong connections with your team and peers
• If you are joining our Engineering team, 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 your Product Group Summit and other 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