As a Customer Support Specialist, you will be responsible for working directly with HubSpot customers through phone, chat and web solving product related queries as a valued partner and trusted advisor. You will strive to deliver a human and helpful Support experience through creative problem-solving and partner with our customers to help grow their business. Through working closely with your team, you will help build a positive, inclusive, and psychologically safe environment, accepting of all differences that makes HubSpot Support a diverse and unique place to work.

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.

In this role, you will:

• Apply business acumen to our customer situations to proactively identify challenges and opportunities
• Use phone, live chat, and web tickets, you’ll partner with customers to effectively resolve issues, adapting to fluctuations in the volume of incoming inquiries
• Remove technical barriers for our customers and help them navigate a variety of tools within HubSpot
• Utilize the full potential of support resources and tools independently, and make sense of new and technical information 
• Apply troubleshooting frameworks to test, recreate, and investigate technical queries to minimize escalations and resolution time 
• Identify and diagnose software issues to fix and improve the product experience for our customers
• Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, enabling them to grow their business better 
• Collaborate within HubSpot to more deeply engage customers with our platform, and improve the overall customer experience
• Be a role model and trusted advisor on the team showcasing customer first mindset and taking ownership of even the most complex and sensitive issues
  
  

We are looking for people who:

• Are fluent in English and German
• Are self-motivated, always curious, and consistently eager to learn, with a growth mindset
• Demonstrate a strong customer first mentality and enjoy helping others by adding longterm value
• Thrive in a dynamic and collaborative environment and are comfortable with ambiguity
• Are seeking to receive regular feedback and coaching, to help you learn and grow in your role
• Are able to understand and utilize documented knowledge to troubleshoot, resolve, and provide guidance on technical queries
• Enjoy 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