Responsibilities of the Candidate:

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

Requirements:

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
A curiosity for technical deep-diving and troubleshooting. We don't always have the answers right away, so you need to enjoy discovering them!
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
Comfortable with working across phone, email, and live chat (required for all)
Comfortable with a hybrid work arrangement of 3 days in the office and 2 days remote