UK/I Customer Support Specialist

As a Customer Support Specialist, you will work directly with HubSpot customers across phone, chat, and web channels to resolve product-related queries as a trusted advisor. You'll deliver a human and proactive support experience, applying creative problem-solving to help customers optimise their use of HubSpot tools and grow their businesses. Collaboration within a dynamic team environment will foster a positive, inclusive culture where continuous learning and feedback are encouraged.

We’re a hybrid team, with this role being open in our Dublin office, Berlin office, with remote and flex options for both Germany and Ireland.This role is a full-time position. 

We are looking for people who:

• Are fluent in English 
• Have a minimum of 1 year of experience in a customer support or technical support role, preferably within a software or technology company
• Have a strong foundation in technical troubleshooting and enjoy delving into complex technical queries
• Are adept at understanding and using product documentation to resolve customer issues effectively

Are self-motivated, always curious, and consistently eager to learn, with a growth mindset

Enjoy developing technical skills and acquiring comprehensive knowledge of our product and related technical concepts

Demonstrate a strong customer-first mentality and enjoy helping others by adding long-term value

Thrive in a dynamic and collaborative environment and are comfortable with ambiguity

Embody our HEART values and contribute positively to our company culture

In this role, you will:

• Utilise phone, live chat, and web tickets to partner with customers, effectively resolving issues and adapting to fluctuating inquiry volumes
• Apply business acumen to customer situations to proactively identify challenges and opportunities
• Remove technical barriers for customers and guide them through various tools within HubSpot
• Independently utilise support resources and tools to comprehend new and technical information

Implement troubleshooting frameworks to test, replicate, and investigate technical queries, minimising escalations and resolution time

Identify and diagnose software issues to enhance the product experience for customers

Deliver thoughtful, empathetic, and comprehensive resolutions tailored to each customer, facilitating their business growth

Collaborate within HubSpot to deepen customer engagement with our platform and enhance overall customer experience

Serve as a role model and trusted advisor, demonstrating a customer-first mindset and taking ownership of even the most complex and sensitive issues