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. 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.

We are looking for people who:

• Are fluent in English 

• Have a minimum of 1 year of experience in a B2B technical support role, preferably within a software or technology company

• Have a strong foundation in technical troubleshooting and enjoy delving into complex technical queries

• Are adept at understanding and using product documentation to resolve customer issues effectively

• Are self-motivated, always curious, and consistently eager to learn, with a growth mindset

• Enjoy developing technical skills and acquiring a comprehensive knowledge of our product and related technical concepts

• 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

• Embody our HEART values and contribute positively to our company culture

In this role, you will:

• Utilise phone, live chat, and web tickets to partner with customers, effectively resolving issues and adapting to fluctuating inquiry volumes

• Apply business acumen to customer situations to proactively identify challenges and opportunities

• Remove technical barriers for customers and guide them through various tools within HubSpot

• Independently utilize support resources and tools to comprehend new and technical information

• Implement troubleshooting frameworks to test, replicate, and investigate technical queries, minimizing escalations and resolution time

• Identify and diagnose software issues to enhance the product experience for customers

• Deliver thoughtful, empathetic, and comprehensive resolutions tailored to each customer, facilitating their business growth

• Collaborate within HubSpot to deepen customer engagement with our platform and enhance overall customer experience

• Serve as a role model and trusted advisor, demonstrating a customer-first mindset and taking ownership of even the most complex and sensitive issues