At HubSpot, our customersâ€™ success is essential to our own. As a Customer Support Specialist, you will quickly become a valued resource for customers who need a helping hand growing their business with HubSpot.
Our team works together to deliver a human and helpful Support experience through creative problem-solving, a consultative approach, and a deep and thorough knowledge of how HubSpot works.
In this role, youâ€™ll :
Partner with HubSpot customers to quickly and effectively resolve their issues, from answering simple how-to questions to diagnosing complex software bugs using your knowledge of the HubSpot platform and available resources
Provide Support through three main channels : phone (primary channel), email and chat. Youâ€™ll remain available to our customers and move between all three channels throughout the day (and any other available channels as needed), based on customer and business needs
Adapt and tailor your support style to people in a myriad of roles and backgrounds â€ including marketers, salespeople, service professionals, digital natives, digital tourists, and everything in between â€ and cover a wide breadth of topics in relation to both the technical and non-
technical aspects of inbound marketing, sales and services to help them achieve their goals with HubSpot
Develop and communicate thoughtful, customised solutions that help customers move forward
Take full ownership of any technical issues from beginning to end in order to usher each customer to a timely and successful outcome
Actively and productively team up with other HubSpotters, such as account managers and salespeople, to drive better results for our customers, including identifying opportunities for customers to benefit from using more of HubSpotâ€™s platform or services
Document and report software issues to the product and engineering teams at HubSpot using our established processes and channels, replicating the issue when possible and offering any needed context and research
Handle multiple customer issues at the same time in a fast-paced environment
Demonstrate composure, resilience, adaptability, and urgency as customer needs and case volumes change. Operates with professionalism and integrity.
Youâ€™re an ideal fit if you :
Are an above-and-beyond teammate who will do whatever you can to make us a better team and keep customers engaged, knowledgeable, and productive
Enjoy flexing some serious problem-solving skills as a customer-facing professional
Confidently use the resources at your disposal to resolve challenges, especially when you don't know the answer.
Are a self-motivated, intellectually curious learner
Flourish in a dynamic environment which thrives on collaboration and in which you can grow.
Set goals for yourself that you achieve and are always pushing yourself to improve
Function extremely well in situations that require flexibility, good judgment, and sound autonomous decision-making based on limited information or in undesirable situations
Adapt quickly to changing priorities and manage time, multiple tasks, and deadlines effectively
Have a clear, personable, kind, and informative communication style in an email, on chat, on the phone, and in-person
Readily help others and are very comfortable asking for help for yourself when youâ€™ve exhausted all of your resources
Prior experience in software support
Experience working in HubSpot and / or other CRM applications
Achieved one or more HubSpot Software certifications
A good understanding of how businesses, marketing, sales, and services work
Fluency in other languages
HubSpot helps millions of organizations grow better, and weâ€™d love to grow better with you. Our business builds the software and systems that power the worldâ€™s small to medium-
sized businesses. Our company culture builds connections, careers, and employee growth. How? By creating a workplace that values flexibility, autonomy, and transparency.
If that sounds like something youâ€™d like to be part of, weâ€™d love to hear from you.
You can find out more about our company culture in the HubSpot Culture Code, which has more than 3M views, and learn about our commitment to creating a diverse and inclusive workplace, too.
Thanks to the work of every HubSpotter globally who has helped build our remarkable culture, HubSpot has been named a top workplace by Glassdoor, Fortune, Entrepreneur, and more.
HubSpot was founded in 2006 in Cambridge, Massachusetts, and we have offices in Dublin (Ireland), Sydney (Australia), New Hampshire, Singapore, Tokyo (Japan), Berlin (Germany), and BogotÃ (Colombia).