Apply business acumen to our customer situations to proactively identify challenges and opportunities
Use phone, live chat, and web tickets, you’ll partner with customers to effectively resolve issues, adapting to fluctuations in the volume of incoming inquiries
Remove technical barriers for our customers and help them navigate a variety of tools within HubSpot
Utilize the full potential of support resources and tools independently, and make sense of new and technical information
Apply troubleshooting frameworks to test, recreate, and investigate technical queries to minimize escalations and resolution time
Identify and diagnose software issues to fix and improve the product experience for our customers
Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, enabling them to grow their business better
Collaborate within HubSpot to more deeply engage customers with our platform, and improve the overall customer experience
Be a role model and trusted advisor on the team showcasing customer first mindset and taking ownership of even the most complex and sensitive issues

Fluent in both English and French, written and spoken
Demonstrated experience in technical troubleshooting, ideally in a B2B SaaS setting
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
Are seeking to receive regular feedback and coaching, to help you learn and grow in your role
Are able to understand and utilize documented knowledge to troubleshoot, resolve, and provide guidance on technical queries
Enjoy building technical skills, and acquiring in-depth knowledge about our product and related technical concepts
Embody our HEART values and add to our company culture

French Customer Support Specialist

Key skills