Senior Support Specialist job description

Customer success — Senior Support Specialist
Handles escalations and the toughest faults across the queue.

REQUIRED SKILLS
Support Operations
- Support Ticket Triage and Prioritisation — You can set the triage rules a team follows, catch tickets that are being mis-prioritised as a pattern, and retrain the process rather than fixing one ticket at a time.
- Product Troubleshooting and Diagnosis — You can lead diagnosis of the hardest recurring issues, decide when a workaround is acceptable versus when a fix must be forced through, and coach others through a first difficult diagnosis.
- Support Queue and SLA Management — You can monitor SLA performance across a shared queue, redistribute tickets before they breach, and report a near-miss honestly rather than after the fact.
- Support Escalation Ownership — You can own an escalated ticket end to end across several teams, chase it without being asked, and stop it being silently dropped between owners.
- Bug Reproduction and Reporting — You can lead reproduction of defects that several engineers have already failed to pin down, and improve the reporting template from what kept going missing.
- Multi-Channel Support Delivery — You can set channel strategy for a team, deciding what belongs on chat versus a call versus a ticket, and coach others whose channel switching is costing time.
- Customer Incident Status Communication — You can draft a clear, accurate update from raw engineering notes, and send it to the right audience on the right channel.

Onboarding
- Customer Implementation Planning — You can draft the implementation plan for a straightforward customer, naming the steps, owners and dates, and you have it reviewed before it goes to the customer.
- Product Training and Enablement Delivery — You can run standard training for a customer team and swap in examples from their own setup. You update the materials when you find them out of date, and you ask before changing the structure.
- Self-Serve Help Content Authoring — You can decide what help content an area needs, write it, and check against ticket volume whether it actually stopped the questions it was meant to stop.
- Onboarding Milestone Tracking — You can track several customers against their onboarding milestones, chase the owners of late steps, and give an accurate status without being asked twice.
- Time-to-Value Acceleration — You can carry out the steps that get a customer to their first useful outcome, and you flag what slowed them down. A senior colleague decides which of those things to change.

Account Growth
- Customer Health Scoring — You can look up the existing health score for an account and explain in plain terms what its main inputs are.
- Product Adoption Analysis — You can compare usage in an account against what good looks like for a similar customer, and point out which features are going unused.
- Quarterly Business Review Facilitation — You can prepare the standard slides and data for a review from a template, and attend to take notes.
- Customer Success Plan Development — You can gather the goals, owners and dates a success plan needs and write them up in the agreed format, while a senior colleague runs the conversation with the customer.
- Churn Risk Identification — You can spot a churn signal on your own accounts from routine monitoring, and raise it before anyone asks about it.
- Expansion Opportunity Identification — You can log the growth signals you notice in an account and pass them to the named owner. A senior colleague decides which of them are worth acting on.
- Renewal Readiness Assessment — You can collect the usage, support and sentiment facts a renewal review needs and set them out in the agreed format. Someone more senior judges whether the account will renew.

Customer Voice
- Product Feedback Routing — You can turn scattered requests into one well-evidenced problem statement, and you push back on the solution a customer asks for to get at the need underneath it.
- Customer Reference and Advocacy Development — You can keep the reference list current and prepare the material for an advocacy conversation someone else leads. You flag customers who look happy enough to be asked.
- Customer Community Engagement — You can post and reply in the community on your own, run a user group session from an agreed agenda, and bring the themes you hear back to the team.

Delivery
- Project Management — You can break a small piece of work into tasks, sequence them, and run it to a date you agreed, escalating risks before they become slips.
- Planning & Estimation — You can estimate your own tasks with reasonable accuracy and deliver at a steady enough pace that other people can plan around you.
- Ownership & Accountability — You can pick up a problem that has no obvious owner and make yourself the accountable party for it, including the parts nobody enjoys.
- Quality Focus — You can define what good enough means for a project, put the checks in place to prove it, and hold back a release that misses the bar.

Craft
- Problem Solving — You can break a large, ambiguous problem into tractable pieces, weigh the options against evidence, and explain the tradeoff you chose.
- Domain Expertise — You can work confidently across the systems and tools your team uses daily, and you can explain how your work serves the team's goals.
- Continuous Learning — You can pick up an unfamiliar area fast enough to be useful in it, and you turn what you learned into something others can reuse.

Communication
- Communication — You can explain a complex topic to people with very different backgrounds, adjusting the detail to the audience without talking down to them.
- Collaboration — You can build working relationships beyond your own team and get things done through people who do not report to you.
- Technical Writing — You can write for a defined audience, whether a proposal, a runbook, or a decision record, and make the reasoning as clear as the conclusion.
- Stakeholder Management — You can identify who is affected by your work and keep them updated at a level of detail and a cadence that suits them.

Leadership
- Leadership — You can identify a problem and propose a way forward unprompted, and you take a small leading role such as running a working group.
- Mentoring — You can onboard someone onto your team's work, answer their questions patiently, and give feedback specific enough to act on.
- Strategic Thinking — You can connect your team's work to its goals and question a task that does not appear to serve them.

REQUIRED CERTIFICATIONS
- HubSpot Service Hub Software Certification (required from Senior Support Specialist)