Overview
Customer Support Specialist - Trilingual (Remote - Colombia) at HubSpot.
This role supports HubSpot customers across product lines and channels with human-centered, consultative support and tailored solutions to help customers achieve their business outcomes.
Responsibilities
- Communicate with customers via phone, live chat, and email to resolve issues, adapting to fluctuations in inquiry volume.
- Apply troubleshooting frameworks to test, recreate, and investigate technical queries to remove barriers and restore progress for customers.
- Identify and diagnose software issues to improve the product experience for customers.
- Leverage internal resources and tools to learn and adapt to a growing product and a fast-changing industry.
- Apply business acumen to proactively identify opportunities to grow customers’ use of the software and convert opportunities into leads for Sales.
- Provide thoughtful, empathetic, and complete resolutions tailored to each customer, shaping the overall HubSpot experience.
- Collaborate with teams such as Customer Success and Product to retain and grow customers on the platform.
- Model HubSpot values and maintain a customer-centric approach in every interaction.
What we are looking for
- Fluency in Portuguese, English, and Spanish.
Advanced Portuguese proficiency is required to support Portuguese-speaking customers.
- Self-motivated, curious, and eager to learn with a growth mindset.
- Performance-oriented with a strong customer-first mentality and ability to handle a daily workload.
- Ability to thrive in a dynamic, collaborative environment and navigate change, ambiguity, and autonomous work with sound judgment.
- Willingness to receive regular feedback and coaching to develop relevant competencies.
- Ability to understand and use documented knowledge and current technologies to provide best-in-class support.
- Interest in building technical skills and gaining in-depth product knowledge.
- Value alignment with HubSpot HEART values and company culture.
- Willingness to work weekday shifts within 7:00 am to 8:00 pm Colombian time, with possible weekend shifts.
Overtime and holiday shifts are optional and subject to change based on business needs.
Onboarding / This Job Looks Like
- First 5 days: Introduction to HubSpot, setup, and familiarization with the workplace.
- First 30 days: Learn the support team operations, work on practice and real customer cases, sharpen troubleshooting, and integrate with teammates.
- 90 days: Deepen expertise and learn about various channels of communication.
- 180 days and beyond: Be prepared to work independently with continued support as needed.
Skills and Experience
- Enjoy customer-facing interactions and helping customers use HubSpot tools.
- Curiosity for technical troubleshooting and problem-solving when answers aren’t immediate.
- Strong written and verbal communication; provide quick, clear, concise, and friendly support.
- Time management and organization to handle multiple moving parts.
- Desire to learn and grow; comfortable with industry change and growth.
- Understanding of basic internet and information technology; familiarity with Google Suite, JIRA, Chrome developer tools, and related tools is a plus.
Training provided as needed.
Note: We welcome all qualified candidates and encourage you to apply.
If you need accommodations due to a disability, please contact us via the provided form.
HubSpot values flexibility and connection for remote and on-site employees, with some teams requiring in-person onboarding or events as applicable.
We are committed to supporting candidates who may need alternative arrangements.
About HubSpot
HubSpot (NYSE: HUBS) is an AI-powered customer platform that provides software, integrations, and resources to connect marketing, sales, and service.
Our connected platform enables businesses to grow faster by focusing on customers.
Our culture emphasizes solving for the customer, boldness, fast learning, alignment, adaptation, and HEART values.
We are a global company with recognition for culture and a headquarters in Cambridge, MA, with offices and employees worldwide.
We are building an environment where people can do their best work, focusing on clarity, ownership, and trust.
By submitting your application, you agree that HubSpot may collect your personal data for recruiting and related purposes.
See HubSpot’s Recruiting Privacy Notice for details on data processing and your rights.
#J-18808-Ljbffr