Customer Support Specialist

About HubSpot

HubSpot (NYSE: HUBS) is an AI-powered customer platform offering software, integrations, and resources to connect marketing, sales, and service. Our connected platform empowers businesses to grow faster by prioritizing customer needs. At HubSpot, our culture is defined by commitments to Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART, fostering an environment where employees excel through clarity, ownership, and trust. Recognized globally for our award-winning culture, HubSpot is headquartered in Cambridge, MA, with a global presence.

About the Role

As a Customer Support Specialist at HubSpot, you will be instrumental in assisting customers who leverage HubSpot to grow their businesses. Your primary responsibility will be to provide thoughtful, customized solutions to resolve roadblocks in customer growth. The Customer Support team is committed to delivering a human and consultative experience through creative, technical problem-solving, and in-depth knowledge of the HubSpot software.

Key Responsibilities

• Partner directly with customers to effectively resolve issues across chat, email, and phone channels, utilizing internal troubleshooting tools.
• Develop resilience, composure, and flexibility to manage evolving customer needs and fluctuating ticket volumes.
• Leverage comprehensive knowledge of HubSpot to diagnose software issues, collaborating with product, engineering, and customer success teams for complex product challenges.
• Maintain ownership of customer cases from initial contact through to successful resolution.
• Identify opportunities for existing customers to upgrade and enhance their HubSpot tools.
• Discover, accurately report, and diligently monitor bugs and product issues.
• Participate in a growth-oriented culture, benefiting from programmatic training and continuous on-the-job learning.
• Work weekday shifts, with hours dependent on location, and complete a minimum of 6 weekend shifts per year. Overtime and holiday shifts are optional.

What We Look For

• Individuals comfortable with autonomous learning, troubleshooting, and adopting an investigative approach to problem-solving.
• Demonstrated technical aptitude and familiarity with Software as a Service (SaaS) concepts.
• Interest in building technical knowledge around APIs, HTML, and CSS.
• Acquainted with customer service principles and a passion for delivering exceptional customer experiences.

Onboarding and Career Growth

• First 5 Days: Immerse yourself in HubSpot’s company culture, working environment, and tools, setting up your accounts.
• 30 Days: Gain a deep understanding of support team operations, handling practice and real customer cases, and refining troubleshooting skills. Connect with teammates and team leads.
• 90 Days: Expand your expertise across various communication channels.
• 180 Days and Beyond: Achieve independence while still benefiting from ample support, with your skills shining brightly.

Skills and Experience

• Highly motivated by customer-facing interactions and enthusiastic about collaborating with customers.
• A curious mindset for technical deep-diving and troubleshooting, enjoying the process of discovering solutions.
• Solid communication and writing skills, ensuring quick, clear, concise, and friendly customer interactions.
• Strong time management and organizational abilities to prioritize and manage multiple moving parts effectively.
• A genuine desire to learn and grow within an industry characterized by constant change and innovation.
• An interest in or understanding of basic Internet and information technology; familiarity with Google Suite, JIRA, and Chrome developer tools is a plus, but not required as full training will be provided.

Pay & Benefits

The annual cash compensation range for this role is $40,000—$55,000 USD, including base salary and annual bonus targets where applicable. Individual packages are customized based on skills, experience, and qualifications. This role may also be eligible for HubSpot’s equity plan through Restricted Stock Units (RSUs) and overtime pay.

HubSpot offers a comprehensive benefits package designed to support employee growth. We are committed to fair compensation practices and transparency.

Work Arrangement

At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee or work from the Office, we encourage building strong connections with your team and peers. While specific in-person onboarding requirements exist for Engineering and Product teams, we are committed to supporting candidates who may need alternative arrangements for travel limitations or other reasons. Please discuss any accommodation needs with your recruiter.

Key skills/competency

• Customer Service
• Technical Support
• SaaS
• Troubleshooting
• Communication Skills
• Problem Solving
• HTML/CSS
• API Concepts
• Time Management
• Customer Experience