German Customer Support Specialist

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 customers across phone, chat, and web channels to resolve product-related queries as a trusted advisor. 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.

We’re a hybrid team, with this role being open in our Dublin office, Berlin office, with remote and flex options for both Germany and Ireland.

This role is a full-time position. 

**We are looking for people who:**

• Are fluent in English and German

• Have a minimum of 1 year of experience in a customer support or 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 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 utilise support resources and tools to comprehend new and technical information

• Implement troubleshooting frameworks to test, replicate, and investigate technical queries, minimising 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