Time zones: SBT (UTC +11), GMT (UTC +0), CET (UTC +1), EET (UTC +2), MSK (UTC +3)

As a Customer Support Specialist, you will work directly with HubSpot users via phone, chat, and online channels, acting as a trusted advisor to resolve product-related questions. You’ll provide a proactive, human support experience, using creative problem-solving to help customers make the most of HubSpot’s tools and grow their businesses. You’ll collaborate in a dynamic team environment that promotes a positive, inclusive culture with continuous learning and feedback.

Our team operates in a hybrid model, with this position available in our Dublin and Berlin offices, as well as remote or flexible options in Germany and Ireland.

This is a full-time role.

We’re looking for individuals who:

• Speak English and German fluently
• Have at least one year of experience in customer or technical support, ideally in a software or tech environment
• Possess strong technical troubleshooting skills and enjoy tackling complex technical issues
• Can effectively use product documentation to help resolve customer problems
• Are self-driven, curious, eager to learn, and have a growth-oriented mindset
• Enjoy developing technical skills and gaining thorough knowledge of our product and related technologies
• Demonstrate a strong customer-first approach and take pride in delivering long-term value
• Thrive in a fast-paced, collaborative environment and are comfortable with uncertainty
• Embody our HEART values and contribute positively to our company culture

In this role, you will:

• Use phone, live chat, and web tickets to support customers, adapting to changing inquiry volumes
• Apply business understanding to identify customer challenges and opportunities
• Remove technical obstacles and guide customers through HubSpot’s tools
• Independently use support resources and tools to learn new and technical information
• Apply troubleshooting methods to test, replicate, and investigate technical issues, reducing escalations and speeding up resolution
• Identify and diagnose software problems to improve the customer’s product experience
• Provide thoughtful, empathetic, and thorough solutions tailored to each customer to support their business growth
• Collaborate across HubSpot to strengthen customer engagement with our platform and improve the overall customer experience
• Act as a role model and trusted advisor, demonstrating a customer-first attitude and taking ownership of even complex or sensitive issues