Customer Support Specialist

Job Description

As a Customer Support Specialist, you will be responsible for working directly with HubSpot customers, across all product lines and all customer channels. You will partner with our customers to resolve issues and help them build familiarity with, and effectively use, a variety of tools within HubSpot. You will strive to deliver a human centered, helpful and consultative Support experience through creative problem-solving, thoughtful communication and tailored solution design that solves roadblocks and puts customers back on track to achieving their key business outcomes.
In this role, you will:

Communicate with customers via phone, live chat, and e-mail, to effectively resolve issues, adapting to fluctuations in the volume of incoming inquiries
Apply troubleshooting frameworks to test, recreate, and investigate technical queries to remove barriers and help customers get back on track as quickly as possible
Identify and diagnose software issues to fix and improve the product experience for our customers
Utilize the full potential of internal resources and tools to learn and adapt to a growing product and a fast-changing industry
Apply business acumen in customer interactions to proactively identify opportunities to grow their business, through the usage of our software, and convert those opportunities into leads for Sales
Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, working with customers with their overall Hubspot experience in mind that grow their businesses better
Collaborate within HubSpot (with teams such as Customer Success and Product) to retain and grow customers on our platform
Be a role model and a trusted advisor by showcasing Hubspot values and a customer centric approach in every customer interaction

We are looking for people who:

Are fluent in English
Are self-motivated, always curious, and consistently eager to learn, with a growth mindset
Are performance oriented and demonstrate a strong customer first mentality by providing high quality service to a consistent number of customers daily
Thrive in a dynamic and collaborative environment and are comfortable with change, ambiguity, working autonomously and using good judgment to make decisions that solve for the customer
Are seeking to receive regular feedback and coaching to help you develop competencies relevant to make you successful in the role
Are able to understand and utilize documented knowledge, as well as utilize current and emerging technologies to provide best in class support
Are motivated by building technical skills, and acquiring in-depth knowledge about our product and related technical concepts
Embody our HEART values and add to our company culture
Working hours are 8:00 am to 5:00 pm Singapore time. Overtime and holiday shifts are optional, and shift is subject to change based on business need.

What are the benefits? 

Work From Home options available. You choose Remote, Office or Flex!
World Class New Hire Training
Employee Stock Purchase Plan
An education allowance up to USD$5,000 per annum
Private health insurance allowance
Free ebooks library
Annual fitness reimbursement
Five-year sabbatical – Paid 4 week sabbatical leave!
Primary Caregiver Leave of 16 weeks and Secondary Caregiver Leave for 6 weeks

HubSpot culture is driven by a shared passion for our mission and metrics. It is a culture of amazing, growth-minded people whose values include using good judgment and solving for the customer. Employees who work at HubSpot have HEART: Humble, Empathetic, Adaptable, Remarkable, Transparent.
If you need accommodations or assistance due to a disability, please reach out to us using this form. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.
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
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 its award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.