Customer Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Manage, respond to, and resolve incoming customer service inquiries in HubSpot Service Hub.

• Assess and prioritize tickets based on urgency and the impact on customers.

• Achieve first-response and resolution-time SLA objectives.

• Identify and escalate tickets that are at risk of exceeding SLAs.

• Address inquiries regarding order status, RMA/return requests, shipping issues, and account-related questions.

• Direct out-of-scope issues to the sales, operations, or technical support teams.

• Document all customer interactions and keep ticket properties and statuses up to date.

• Consistently tag tickets to ensure accurate support reporting.

• Maintain canned responses, snippets, and help content within HubSpot.

• Collaborate with the HubSpot Administrator and Revenue Operations Lead on ticket pipeline and property modifications.

• Work with sales and OEM contacts to manage customer escalations.

⛳️ Requirements

• Previous experience in managing support tickets or responding to customer inquiries.

• Familiarity with ticketing systems (HubSpot Service Hub, Zendesk, Freshdesk, or similar) is advantageous.

• Possess clean, professional, and empathetic written communication skills.

• Comfortable with both phone and written communication.

• Strong attention to detail for accurate and consistent data entry.

• Ability to handle a full queue of open tickets with varying priorities.

• Eagerness and capability to quickly learn HubSpot Service Hub.

• Prior experience with CRM/ticketing tools is beneficial but not mandatory.

• Comfortable operating within a small, 36-person company environment.

• Able to serve as the initial point of contact for customers and promptly involve the relevant personnel.

🏝️ Benefits

• Flexibility for permanent remote work.

• Annual performance bonuses.

• Access to dedicated coaches for additional support and skill development.

• Opportunities for professional advancement.