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Hiper Hipg is seeking a Customer Service Specialist to deliver exceptional, customer-centric support across multiple channels. You will serve as a trusted point of contact to attract, engage, and delight our customers, resolve inquiries efficiently, and advocate for product improvements. This role blends empathetic problem-solving, clear communication, and process rigor to ensure a seamless, high-quality experience aligned with our mission to help organizations grow better.

• Respond to customer inquiries via email, chat, and phone with empathy, clarity, and timeliness
• Diagnose and resolve product and account issues by troubleshooting, researching, and collaborating with cross-functional teams
• Own cases end-to-end, ensuring accurate documentation, follow-ups, and on-time resolutions
• Educate customers on best practices and features to drive adoption and value realization
• Identify patterns and escalate critical issues, bugs, or risks to the appropriate teams
• Contribute to self-service content by creating or updating help articles, macros, and FAQs
• Capture and relay customer feedback to inform product, design, and process improvements
• Meet or exceed SLAs and quality metrics including CSAT, response time, and first contact resolution
• Champion inclusivity and accessibility in every interaction, ensuring all customers feel heard and supported
• Continuously improve workflows through experimentation, documentation, and knowledge sharing

• 1-3 years of experience in customer support, success, or service in a SaaS or technology environment
• Outstanding written and verbal communication skills with a customer-first mindset
• Proven troubleshooting ability and comfort navigating CRMs and ticketing tools (experience with BambooHR or similar ATS is a plus)
• High ownership with strong organizational skills to manage multiple conversations and priorities
• Data-informed approach to measure outcomes and improve processes (e.g., CSAT, SLA adherence)
• Ability to work collaboratively with product, engineering, and operations to resolve complex issues
• Demonstrated empathy, integrity, and professionalism in challenging or ambiguous situations
• Comfort working in a fast-paced, continuously improving environment
• Flexibility to support a rotating schedule, including potential evenings or weekends as needed
• Bachelor’s degree or equivalent practical experience

HubSpot's customer platform includes all the marketing, sales, customer service, and CRM software you need to grow your business. To help organizations grow better by providing an easy-to-use, integrated customer platform that empowers teams to attract, engage, and delight customers at every stage.