UK/I Customer Support Specialist (Weekend Shift)

You’ll work five days per week, including both weekend days and three weekdays,

 partnering with customers through genuine, value-led support, across chat, phone, and email channels. We’re a hybrid team, with this role being open in our Dublin office, remote or flex in 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 a customer-first mindset and taking ownership of even the most complex and sensitive issues

We are looking for people who:

• Are fluent in English
• 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 long-term 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