Customer Support Specialist - HubSpot

Customer Support Specialist

Location: Singapore

Job Type: Full-time

About the Job:

This is a pre-opening role at HubSpot for a Customer Support Specialist that will be available in the coming months. In this role, you will be responsible for working directly with HubSpot customers across all product lines, resolving issues, and helping customers build familiarity with HubSpot tools. You will provide a human-centered, consultative support experience, ensuring customers are guided back to achieving their business outcomes.

Key Responsibilities:

• Customer Communication: Interact with customers via phone, live chat, and email, providing timely and effective resolutions to their issues.
• Troubleshooting & Issue Resolution: Apply troubleshooting frameworks to investigate and resolve technical queries, helping customers get back on track as quickly as possible.
• Identify and Diagnose Software Issues: Troubleshoot and resolve issues to improve the product experience.
• Utilize Internal Resources: Learn and adapt to HubSpot's growing products and the fast-changing industry.
• Proactive Customer Engagement: Identify opportunities for business growth by educating customers on the usage of HubSpot tools, potentially generating leads for Sales.
• Collaborate Internally: Work with Customer Success, Product, and other teams to retain and grow customers on the HubSpot platform.
• Role Model: Embody HubSpot’s values and a customer-centric approach in every interaction.

What We're Looking For:

• Fluency in English is required.
• Self-Motivation & Curiosity: You should be eager to learn and grow, with a passion for customer service.
• Customer-First Mindset: A strong focus on providing high-quality service and consistently delivering value to customers.
• Adaptability: Comfortable working in a dynamic, collaborative environment and capable of handling change and ambiguity.
• Desire for Growth: Open to receiving feedback and coaching to improve in the role.
• Technical Acumen: Interest in building technical skills and acquiring in-depth knowledge about HubSpot products and related technical concepts.
• HEART Values: Humble, Empathetic, Adaptable, Remarkable, Transparent – the ideal candidate will embody these values.

Working Hours:

• 8:00 AM to 5:00 PM Singapore time. Overtime and holiday shifts are optional and shift timings may change based on business needs.

Benefits:

• Work-from-Home Options: Flexibility to work remotely, in the office, or a combination (Flex).
• Training: World-class new hire training to help you succeed.
• Stock Options: Employee stock purchase plan.
• Education Allowance: Up to USD$5,000 per year.
• Health & Wellness: Private health insurance allowance, annual fitness reimbursement.
• Sabbatical Leave: Paid 4-week sabbatical after five years.
• Parental Leave: Primary caregiver leave of 16 weeks and secondary caregiver leave of 6 weeks.

Why HubSpot?

HubSpot is known for its culture of amazing, growth-minded people. It is a company driven by passion for its mission, with a focus on using good judgment and solving for the customer. HubSpot employees value HEART – Humble, Empathetic, Adaptable, Remarkable, Transparent – and contribute to an inclusive, dynamic work environment. HubSpot is recognized as one of the best places to work globally, including being named #2 on Glassdoor's list of "Best Places to Work" in 2022.

Additional Information:

• HubSpot embraces flexibility and connection; whether remote or in the office, you'll be part of a supportive community.
• Diversity & Inclusion: HubSpot is committed to a diverse and inclusive workplace.
• Application Privacy: By submitting your application, you consent to HubSpot collecting your personal data for recruitment and organizational purposes as per their Privacy Notice.

If you’re interested in customer support and enjoy solving problems in a fast-paced, growth-driven environment, this could be a great fit for you. Let me know if you'd like help with applying or preparing your resume for the role!