UK/I Customer Support Specialist (Weekend Shift)

As a Weekend Customer Support Specialist, you'll play a critical role in supporting HubSpot’s customers during high-impact weekend hours, when the need for reliable, autonomous problem-solving is at its highest. <strong>You’ll work five days per week, including both weekend days and three weekdays,</strong> 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.   <strong>In this role, you will:</strong> <ul> <li>Apply business acumen to our customer situations to proactively identify challenges and opportunities</li> <li>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</li> <li>Remove technical barriers for our customers and help them navigate a variety of tools within HubSpot</li> <li>Utilize the full potential of support resources and tools independently, and make sense of new and technical information</li> <li>Apply troubleshooting frameworks to test, recreate, and investigate technical queries to minimize escalations and resolution time</li> <li>Identify and diagnose software issues to fix and improve the product experience for our customers</li> <li>Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, enabling them to grow their business better</li> <li>Collaborate within HubSpot to more deeply engage customers with our platform and improve the overall customer experience</li> <li>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</li> </ul> <strong>We are looking for people who:</strong> <ul> <li>Are fluent in English</li> <li>Are self-motivated, always curious, and consistently eager to learn, with a growth mindset</li> <li>Demonstrate a strong customer-first mentality and enjoy helping others by adding long-term value</li> <li>Thrive in a dynamic and collaborative environment and are comfortable with ambiguity</li> <li>Are seeking to receive regular feedback and coaching, to help you learn and grow in your role</li> <li>Are able to understand and utilize documented knowledge to troubleshoot, resolve, and provide guidance on technical queries</li> <li>Enjoy building technical skills and acquiring in-depth knowledge about our product and related technical concepts</li> <li>Embody our HEART values and add to our company culture</li> </ul> <p><em>We know the</em><em> <a href="https://www.theatlantic.com/magazine/archive/2014/05/the-confidence-gap/359815/" target="_blank">confidence gap</a></em><em> and</em><em><a href="https://blog.hubspot.com/marketing/impostor-syndrome-tips" target="_blank"> impostor syndrome</a></em><em> can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.</em></p> <p><em><strong>If you need accommodations or assistance due to a disability, please reach out to us <a href="https://form.asana.com/?k=Xr9-j19kRaY5T5NjIeyx4Q&amp;d=8587152060687" target="_blank">using this form</a>.</strong></em></p> <p><em><em>At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee or work from the Office, we want you to start your journey here by building strong connections with your team and peers. If you are joining our Engineering team, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you’ll also attend other in-person events such as your Product Group Summit and other gatherings to continue building on those connections.</em></em></p> <p><em><em>If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements</em></em></p> <p><em><strong>Massachusetts Applicants: </strong>It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.</em></p> <p><em><strong>Germany Applicants:</strong> (m/f/d) - link to HubSpot's Career Diversity page <a href="https://www.hubspot.com/careers/diversity" target="_blank">here</a>.</em></p> <p><em><strong>India</strong><strong> Applicants:</strong> link to HubSpot India's equal opportunity policy <a href="https://drive.google.com/file/d/1fTZ0ht2chl1WRI7Tgrbzh9ytZUhL2jG9/view?__hstc=20629287.8bedd818fefb24c6303ec98fcf9dcfff.1724281309795.1724281309795.1724281309795.1&amp;__hssc=20629287.1.1724281309796&amp;__hsfp=1818362978" target="_blank">here</a>.</em></p> <p><strong>About HubSpot</strong></p> <p>HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers nee