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 and German

• 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

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