Customer Support Specialist

Summary

Join HubSpot as a Weekend Customer Support Specialist and provide critical support to customers during high-impact weekend hours. You will work five days a week, including weekends and three weekdays, using chat, phone, and email to assist customers. This hybrid role can be based in our Dublin office, remotely, or with flexible arrangements in Ireland. You will apply business acumen, troubleshoot technical issues, and communicate effectively with customers to resolve problems. The ideal candidate is fluent in English, customer-focused, thrives in a collaborative environment, and is eager to learn and grow. This role offers the opportunity to make a significant impact on customer satisfaction and contribute to a positive team environment.

Requirements

• Are fluent in English
• 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 long-term 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 a customer-first mindset and taking ownership of even the most complex and sensitive issues

Benefits

• 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