Product Support Specialist I

This is a fully remote position, open to applicants in Arizona, +22 more states.

📋 Description

• Respond promptly to Houzz professionals through our inbound phone line or case rotation as part of our pooled support team, delivering exceptional customer service.

• Assist all teams within the Industry Solutions channel to ensure we provide optimal service, aiming to reduce churn and enhance software engagement.

• Promote a positive work atmosphere and embody the Houzz culture.

• Address software inquiries regarding program performance and functionality.

• Serve as the primary contact for Houzz Pro membership inquiries, including cancellations, upgrades, renewals, and more—collaborating effectively with our CSM, Subscription Specialist, Client Onboarding, and Strategic Growth Manager teams to resolve subscription cancellation, downgrade, or refund requests.

• Manage cancellations for professionals during their free trial, free trial grace period, and homeowner accounts, among other situations.

• Enhance program value and facilitate a positive program experience.

• Achieve KPIs for cases resolved per day per representative, case resolution time, quality assurance, phone service level agreements, phone utilization, customer satisfaction, engagement, and upsell referrals.

• Appropriately escalate cases to relevant Houzz teams as needed, including but not limited to Product Support Specialists II, QuickBooks Online Experts, Subscription Specialist, Strategic Growth Manager, Client Onboarding Specialists, Client Success Managers, Website Designers, and Account Executives.

• Guide professionals to our Upsell teams for service upgrades.

• Conduct training sessions with professionals via Zoom to promote deep engagement with the software.

• Collaborate with Ultimate pros assigned to our team to identify areas for improvement in Houzz profiles and marketing, assisting with inquiries regarding leads and managing their subscriptions.

• Actively engage pros at all levels in the software, pinpoint learning opportunities, and follow up each interaction with specific tasks for the pro to encourage deeper involvement in the software.

• Participate in ongoing software training sessions with the team or the broader Industry Solutions channel.

• Perform ad hoc responsibilities as needed.

⛳️ Requirements

• A minimum of 6 months to 2 years of experience in technical and/or subscription-based support.

• Experience in customer service.

• A focus on engaging professionals with the software to ensure adoption and retention.

• Excellent written and verbal communication skills.

• Strong listening abilities to easily identify customer pain points and address questions or concerns effectively.

🏝️ Benefits

• Equal Employment Opportunity employer.

• Commitment to diversity and inclusion.

• Support for employees with disabilities.