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.

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 from 8:00 am to 5:00 pm PST with an hour built for professional self-development in your day. There will be up to 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: You’re 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 don’t 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 don’t 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. You’ll 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. We’ll teach you all you need to know!

 

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Cash compensation range: 40000-60000 USD Annually

This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy from Katie Burke, HubSpot’s Chief People Officer.

The cash compensation above includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, all HubSpotters 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 based on a few different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.

We know that benefits are also an important piece of your total compensation package. To learn more about what’s included in total compensation, check out some of the benefits and perks HubSpot offers to help employees grow better.

At HubSpot, fair compensation practices isn’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.

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We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

 

If you need assistance or an accommodation due to a disability, please reach out to us using this form. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

 

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Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page here.

 

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About HubSpot

HubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. We’re also building a company culture that empowers people to do their best work. If that sounds like something you’d like to be part of, we’d love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code, which has more than 5M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every employee globally, HubSpot was named the #2 Best Place to Work on Glassdoor in 2022, and has been recognized for award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.

Headquartered in Cambridge, Massachusetts, HubSpot was founded in 2006. Today, thousands of employees work across the globe in HubSpot offices and remotely. Visit our careers website to learn more about culture and opportunities at HubSpot. 

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