Customer Support Specialist - Remote

Who you are

You are a Customer Support Specialist who thrives on helping customers navigate their challenges and grow their businesses. With a strong technical aptitude and familiarity with SaaS concepts, you are comfortable learning autonomously and taking an investigative approach to problem-solving. You possess excellent communication skills, enabling you to convey thoughtful and customized solutions to customers through various channels including chat, email, and phone. Your resilience and composure allow you to adapt to evolving customer needs and manage ticket volumes effectively. You are eager to build your technical knowledge around HubSpot and are committed to maintaining ownership of customer cases from initial contact through resolution.

Desirable

Experience in a customer-facing role is a plus, as is familiarity with troubleshooting software issues. You are interested in continuous learning and are open to engaging with product, engineering, and customer success teams to resolve more complex issues. You understand the importance of identifying opportunities for existing customers to upgrade their tools and are proactive in discovering, reporting, and monitoring bugs and issues.

What you'll do

In this role, you will partner with customers to effectively resolve their issues, ensuring they have a positive experience with HubSpot. You will utilize your comprehensive knowledge of HubSpot to diagnose software issues and engage with internal teams when necessary to find solutions. You will maintain ownership of cases, ensuring that each customer feels supported throughout their journey. As you interact with customers, you will build resilience and flexibility, adapting to their needs as they evolve. You will also participate in programmatic training and ongoing learning opportunities to enhance your skills and knowledge.

What we offer

HubSpot fosters a growth culture that emphasizes continuous learning and development. You will have the opportunity to work in a supportive environment where your contributions are valued. The role includes weekday shifts, with at least six weekend shifts per year, and optional overtime and holiday shifts. You will be part of a team that is dedicated to providing a human and consultative experience to customers, making a meaningful impact on their business growth.