Customer Support Specialist

Location: Office - Bengaluru, India

Department: Customer Support

About the Role

At HubSpot, we empower companies to grow better by building connected, intelligent marketing, sales, and service software that helps them attract visitors, convert leads, close customers, and create advocates. As a Customer Support Specialist in our Customer Support team, you'll be the frontline hero for our global customers using HubSpot's CRM, Marketing Hub, Sales Hub, and Service Hub. You'll dive into the world of inbound marketing, helping businesses leverage our platform to fuel their growth in a collaborative, high-energy environment that embodies our HEART values: Humble, Empathetic, Adaptable, Remarkable, and Transparent. Your day-to-day will involve resolving customer inquiries with speed and empathy, troubleshooting CRM configurations, guiding users on inbound strategies like lead nurturing and content optimization, and turning potential frustrations into raving fans. You'll partner with sales, customer success, and product teams to ensure seamless experiences, analyze support data to spot trends, and contribute to scaling our operations as HubSpot continues its rapid expansion. This role is perfect for someone passionate about technology, customer delight, and the inbound philosophy that powers modern growth. Joining HubSpot means thriving in a culture of innovation and inclusion, with unlimited PTO, comprehensive benefits, and endless opportunities for learning through HubSpot Academy. If you're ready to make a remarkable impact on thousands of growing businesses while advancing your career in SaaS and CRM, apply today and help us shape the future of inbound!

Key Responsibilities

• Respond to customer inquiries via email, chat, and phone, resolving issues related to HubSpot CRM, inbound marketing tools, and Service Hub
• Provide proactive support and guidance on best practices for using HubSpot to drive customer growth
• Troubleshoot technical issues, escalate complex problems to engineering or product teams, and follow up to ensure resolution
• Educate customers on inbound marketing strategies, CRM workflows, and automation features to maximize platform value
• Maintain accurate records of customer interactions in the support ticketing system and CRM
• Collaborate with cross-functional teams including sales, success, and product to improve customer experience
• Analyze support trends and feedback to contribute to product improvements and knowledge base enhancements
• Deliver exceptional support aligned with HubSpot's HEART values (Humble, Empathetic, Adaptable, Remarkable, Transparent)
• Participate in ongoing training to stay current with HubSpot product updates and industry trends
• Contribute to scaling support operations in line with HubSpot's high-growth culture

Required Qualifications

• Bachelor's degree in Business, Communications, Marketing, or a related field, or equivalent professional experience
• 1-2 years of customer support or customer-facing experience in a SaaS or tech environment
• Strong understanding of CRM systems and inbound marketing principles
• Excellent written and verbal communication skills with a customer-centric mindset
• Ability to thrive in a fast-paced, growth-oriented environment
• Proficiency in using support tools like Zendesk, Intercom, or similar ticketing systems
• Demonstrated problem-solving skills and attention to detail
• Availability to work flexible hours, including potential evenings or weekends as needed

Preferred Qualifications

• Experience using HubSpot CRM or other marketing automation platforms
• Familiarity with inbound marketing methodologies and customer success frameworks
• Previous exposure to scaling customer support in a high-growth SaaS company
• Bilingual proficiency in English and Spanish, French, or another language
• Certification in HubSpot Academy (e.g., Inbound or Service Hub)
• Experience with data analysis tools like Google Analytics or Excel for support metrics

Required Skills

• HubSpot CRM proficiency
• Inbound marketing knowledge
• Customer support ticketing systems (e.g., Zendesk, Intercom)
• CRM data management and workflows
• Problem-solving and troubleshooting
• Empathetic communication
• Active listening
• Time management in fast-paced settings
• Analytical thinking for support metrics
• Technical aptitude for SaaS tools
• Collaboration across teams
• Adaptability to product updates
• Written and verbal English fluency
• Customer success orientation
• Attention to detail
• Growth mindset

Benefits

• Competitive salary and equity in a publicly-traded company
• Comprehensive health, dental, and vision insurance with 100% premium coverage for employees
• Unlimited PTO and flexible work-from-anywhere policy
• 401(k) matching and employee stock purchase program
• HubSpot Academy certification stipends and professional development budget
• Parental leave (16 weeks fully paid) and family-forming benefits
• Daily lunch stipend, wellness programs, and mental health support
• Vibrant company culture with events, volunteer days, and growth-focused learning opportunities

HubSpot is an equal opportunity employer.