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Role Description

As a Customer Support Specialist, you will provide a helping hand to our Customers who are growing their business with HubSpot by communicating thoughtful, customized solutions that solve roadblocks in customer growth. The Customer Support team delivers a human and consultative experience through creative, technical problem-solving, and a thorough knowledge of how the HubSpot software works.

• Partner with our customers and effectively resolve issues through chat, email, and phone.
• Build your resilience, composure, and flexibility as customer needs evolve and ticket volume changes.
• Utilize comprehensive knowledge of HubSpot to diagnose software issues, engaging with our product, engineering, and customer success teams to solve more complex product issues.
• Maintain ownership of cases from initial contact through resolution.
• Identify opportunities for existing customers to upgrade their tools.
• Discover, report, and monitor bugs and issues.
• Find yourself immersed in a growth culture that includes programmatic training and ongoing, on-the-job learning.
• Work weekday shifts. Hours depending on location. There will be at least 6 weekend shifts per year in addition to your weekday shifts. Overtime and holiday shifts are optional.

Qualifications

• Demonstrate comfort in autonomous learning, troubleshooting and taking an investigative approach to fix a problem.
• Possess technical aptitude and familiarity with SAAS concepts.
• Are interested in building technical knowledge around APIs, HTML, & CSS.
• Are acquainted with customer service and are passionate about the customer experience.

Requirements

• Motivated by customer-facing interaction.
• A curiosity for technical deep-diving and troubleshooting.
• Solid communication and writing skills.
• Time management and organization.
• A desire to learn and grow.
• An interest in, or understanding of, basic Internet and information technology.

Benefits

• Annual Cash Compensation Range: $40,000 — $55,000 USD.
• In addition to cash compensation, some roles are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs).
• Some roles may also be eligible for overtime pay.
• Individual compensation packages are tailored to your skills, experience, qualifications, and other job-related reasons.