Customer Support Specialist

Summary

Join HubSpot as a Customer Support Specialist and provide exceptional support to customers across phone, chat, and web channels. You will be a trusted advisor, resolving product-related queries and helping customers optimize their use of HubSpot tools. This role is based in Dublin with remote and flexible work options within Ireland. You will collaborate with a dynamic team, fostering a positive and inclusive culture that encourages continuous learning and feedback.

Requirements

• Are fluent in English and German
• 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

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
• We are committed to supporting candidates who may need alternative arrangements