UK/I Customer Support Specialist

*The Start Date for this role would be January 2026*  <br/>As a<strong> Customer Support Specialist</strong>, you will <strong>work directly with HubSpot customers across phone, chat, and web channels to resolve product-related queries as a trusted advisor</strong>. You'll deliver a human and proactive support experience, applying creative problem-solving to help customers optimise their use of HubSpot tools and grow their businesses. Collaboration within a dynamic team environment will foster a positive, inclusive culture where continuous learning and feedback are encouraged. <p>Whether you prefer working in our vibrant Dublin office, 100% remotely, or a mix of both, this role offers flexibility as to where you work from. </p> <p><strong>We are looking for people who:</strong></p> <ul> <li>Are fluent in English </li> <li>Have a minimum of 1 year of experience in a technical support role, preferably within a software or technology company</li> <li>Have a strong foundation in technical troubleshooting and enjoy delving into complex technical queries</li> <li>Are adept at understanding and using product documentation to resolve customer issues effectively</li> <li>Are self-motivated, always curious, and consistently eager to learn, with a growth mindset</li> <li>Enjoy developing technical skills and acquiring a comprehensive knowledge of our product and related technical concepts</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>Embody our HEART values and contribute positively to our company culture</li> </ul> <p><strong>In this role, you will:</strong></p> <ul> <li><strong>Utilise phone, live chat, and web tickets</strong> to partner with customers, effectively resolving issues and adapting to fluctuating inquiry volumes</li> <li>Apply business acumen to customer situations to proactively identify challenges and opportunities</li> <li><strong>Remove technical barriers </strong>for customers and guide them through various tools within HubSpot</li> <li>Independently utilize support resources and tools to comprehend new and technical information</li> <li><strong>Implement troubleshooting frameworks to test, replicate, and investigate technical queries, minimizing escalations and resolution time</strong></li> <li>Identify and diagnose software issues to enhance the product experience for customers</li> <li><strong>Deliver thoughtful, empathetic, and comprehensive resolutions</strong> tailored to each customer, facilitating their business growth</li> <li>Collaborate within HubSpot to deepen customer engagement with our platform and enhance overall customer experience</li> <li>Serve as a role model and trusted advisor, <strong>demonstrating a customer-first mindset and taking ownership</strong> of even the most complex and sensitive issues</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/1fTZ0