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. <div> In this role, you will: <ul> <li>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</li> <li>Build your resilience, composure, and flexibility as customer needs evolve and ticket volume changes</li> <li>Utilize comprehensive knowledge of HubSpot to diagnose software issues, engaging with our product, engineering, and customer success teams to solve more complex product issues</li> <li>Maintain ownership of cases from initial contact through resolution</li> <li>Identify opportunities for existing customers to upgrade their tools</li> <li>Discover, report, and monitor bugs and issues</li> <li>Find yourself immersed in a growth culture that includes programmatic training and ongoing, on-the-job learning</li> <li>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</li> </ul> We are looking for people who: <ul> <li>Demonstrate comfort in autonomous learning, troubleshooting and taking an investigative approach to fix a problem.</li> <li>Possess technical aptitude and familiarity with SAAS concepts</li> <li>Are interested in building technical knowledge around APIs, HTML, &amp; CSS</li> <li>Are acquainted with customer service and are passionate about the customer experience</li> </ul> What onboarding/this job looks like: <ul> <li>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:</li> <li>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.</li> <li>90 days: Deepen your expertise and learn about our various channels of communication.</li> <li>180 days and beyond: You’re ready to fly on your own. You still have plenty of support but your independence will be shining.</li> </ul> Skills and Experience: <ul> <li>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.</li> <li>A curiosity for technical deep-diving and troubleshooting. We don’t always have the answers right away, so you need to enjoy discovering them!</li> <li>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.</li> <li>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.</li> <li>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.</li> </ul> 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! </div><div><div><div><hr /> Pay &amp; Benefits The cash compensation below 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, 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. <a href="https://drive.google.com/file/d/1C1TGMkG5mos30bkgmNIap_sSzr-lCOWF/view?usp=sharing">This resource</a> will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s <a href="https://www.hubspot.com/careers-blog/compensation-philosophy">compensation philosophy</a>. Benefits are also an important piece of your total compensation package. Explore the <a href="https://www.hubspot.com/careers/benefits">benefits and perks</a> HubSpot offers to help employees grow better. At HubSpot, fair compensation practices aren’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.</div><div>Annual Cash Compensation Range:</div><div>$40,000—$55,000 USD</div></div></div><div><hr /> We know the <a href="https://www.theatlantic.com/magazine/archive/2014/05/the-confidence-gap/359815/" target="_blank">confidence gap</a> and<a href="https://blog.hubspot.com/marketing/impostor-syndrome-tips" target="_blank"> impostor syndrome</a> 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 accommodations or assistance due to a disability, please reach out to us <a href="https://form.asana.com/?k=Xr9-j19kRaY5T5NjIeyx4Q&amp;d=8587152060687" target="_blank">using this form</a>. <hr /> At HubSpot, we value both flexibility and connection. Whether you’re 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, you’ll 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 <hr /> 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 Diversity page <a href="https://www.hubspot.com/careers/diversity" target="_blank">here</a>. India Applicants: link to HubSpot Indias equal opportunity policy <a href="https://drive.google.com/file/d/1fTZ0ht2chl1WRI7Tgrbzh9ytZUhL2jG9/view?__hstc=20629287.8bedd818fefb24c6303ec98fcf9dcfff.1724281309795.1724281309795.1724281309795.1&amp;__hssc=20629287.1.1724281309796&amp;__hsfp=1818362978" target="_blank">here</a>. <hr /> 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 &amp; Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow. We’re building a company<a href="https://www.hubspot.com/careers/hybrid-work"> where people can do their best work</a>. 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: <ul> <li><a href="https://www.hubspot.com/careers">HubSpot Careers</a></li> <li><a href="https://www.instagram.com/lifeathubspot">Life at HubSpot on Instagram</a></li> </ul> <hr /> By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. Refer to HubSpots <a href="https://legal.hubspot.com/recruiting-privacy-notice">Recruiting Privacy Notice</a> for details on data processing and your rights.</div>

HubSpot

Customer Support Specialist - Remote

HubSpot

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