Customer Support Specialist

*Your CV must be submitted in English in order to be considered*

We are open to this person living anywhere in Colombia – all we ask for is a stable internet connection.

As a Customer Support Specialist, you will be responsible for working directly with HubSpot customers through a multitude of channels as a valued resource and trusted advisor, helping their business grow. You will strive to deliver a human and helpful Support experience through creative problem-solving, a consultative approach, and a deep and thorough knowledge of how HubSpot works. Through working closely with your team, you will strive to help build a positive and inclusive environment, accepting of all differences that make HubSpot Support a diverse and unique place to work.

In this role, you will:

  • Develop a deep knowledge of the HubSpot software to remove technical barriers for our customers and help them navigate a variety of tools within HubSpot
  • Partner with customers to effectively resolve issues through phone, live chat, and email communications, adapting to fluctuations in the volume of incoming inquiries
  • Partner with our product and engineering teams to 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 better
  • Collaborate cross-functionally within HubSpot to more deeply engage customers with our platform, and improve the overall customer experience
  • Show composure, resilience, and flexibility in HubSpot’s fast-paced ever changing environment, and also as an internal advocate for evolving customer needs.
  • Serve as a role model and trusted advisor on the team showcasing ownership of even the most complex and sensitive issues

We are looking for people who:

  • Are fluent in both English & Spanish – ENGLISH FLUENCY IS ABSOLUTELY REQUIRED as you will be supporting English-speaking customers in this position.
  • Possess technical aptitude or familiarity with software concepts
  • Interested in building technical skills and learning about HTML, CSS, APIs and more
  • Find creative problem solving fulfilling & challenging
  • Are self-motivated, always curious, and consistently eager to learn
  • Thrive in a dynamic and collaborative environment and are comfortable with ambiguity
  • Are able to take ownership of challenging scenarios and bring them to resolution
  • Have a clear, professional, and informative communication style

What onboarding/this job looks like:

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

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 interviewaccommodation@hubspot.com. 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.