Customer Support Specialist - 2023 University Graduates

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

• Find yourself immersed in a growth culture that includes programmatic training and ongoing, on-the-job learning
• Build your resilience, composure, and flexibility as customer needs evolve and ticket volume changes
• Discover, report, and monitor bugs and issues
• Utilize comprehensive knowledge of HubSpot to diagnose software issues, engaging with our product, engineering, and customer success teams to solve more complex product issues
• 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
• Identify opportunities for existing customers to upgrade their tools
• Maintain ownership of cases from initial contact through resolution
• Work weekday shifts from 8:00 am to 5:00pm your time zone with an hour built for professional self-development in your day. There will be a minimum of 2 weekend shifts per year in addition to your weekday shifts. Overtime and holiday shifts are optional.

We Are Looking For People Who

• Are acquainted with customer service and are passionate about the customer experience
• Demonstrate comfort in autonomous, independent troubleshooting and taking an investigative approach to fix a problem.
• Are interested in building technical knowledge around APIs, HTML, & CSS
• Possess technical aptitude and familiarity with SAAS concepts

What Onboarding/this Job Looks Like

• 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.
• 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:
• 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 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.
• A curiosity for technical deep-diving and troubleshooting. We don’t always have the answers right away, so you need to enjoy discovering them!
• 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.
• 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.

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!

Cash compensation range: $45,000 - $47,500 USD Annually

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 email us at [email protected]. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

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

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.

By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. HubSpot's Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over HubSpot’s use of your personal information.