Customer Support Specialist

In this role you will:

• Partner with our customers and effectively resolve issues through chat email and phone. We use our own tools for troubleshooting and communicating with the customer
• 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

We are looking for people who:

• 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

What onboarding/this job looks like:

• First 5 days: Get to know HubSpot as a company working environment and tool. Set up your accounts and learn all about your new workplace:
• 30 days: Learn the ins and outs of how the support team operates. Take practice and real customer cases and sharpen the point on your troubleshooting. Get to know your teammates and team leads.
• 90 days: Deepen your expertise and learn about our various channels of communication.
• 180 days and beyond: Youre ready to fly on your own. You still have plenty of support but your independence will be shining.

Skills and Experience:

• Motivated by customer-facing interaction. You have a chance to talk to people who are very excited about working with HubSpot tools and it can be very rewarding to team up with them.
• A curiosity for technical deep-diving and troubleshooting. We dont always have the answers right away so you need to enjoy discovering them!
• Solid communication and writing skills. We need to be quick clear concise and friendly. We want to get our customers back to work in a jiffy and have a good time doing it.
• Time management and organization. There are lots of moving parts and it is important to pay attention to the right ones at the right time.
• A desire to learn and grow. Constant change and growth are the only thing you can count on in this industry. This is exciting if you are open to it.

An interest in or understanding of basic Internet and information technology. You dont need to be a master of coding web applications but the more you understand the simpler it will be to determine outcomes for our customers. Youll be using online tools all day long so familiarity with Google Suite JIRA Chrome developer tools and others would be nice to have but not necessary. Well teach you all you need to know!

We know the confidence gapand impostor syndrome can get in the way of meeting spectacular candidates so please dont hesitate to apply wed love to hear from you.

If you need accommodations or assistance due to a disability please reach out to us using this form.

At HubSpot we value both flexibility and connection. Whether youre 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 youll 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

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Germany Applicants: (m/f/d) - link to HubSpots Career Diversitypagehere.

India Applicants: link to HubSpot Indias equal opportunity policy here.

About HubSpot

HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software integrations and resources customers need to connect marketing sales and service. HubSpots connected platform enables businesses to grow faster by focusing on what matters most: customers.

At HubSpot bold is our baseline. Our employees around the globe move fast stay customer-obsessed and win together. Our culture is grounded in four commitments: Solve for the Customer Be Bold Learn Fast Align Adapt & Go! and Deliver with HEART. These commitments shape how we work lead and grow.

Were building a company where people can do their best work. We focus on brilliant work not badge swipes. By combining clarity ownership and trust we create space for big thinking and meaningful progress. And we know that when our employees grow our customers do too.

Recognized globally for our award-winning culture by Comparably Glassdoor Fortune and more HubSpot is headquartered in Cambridge MA with employees and offices around the world.

Explore more:

• HubSpot Careers
• Life at HubSpot on Instagram

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