Senior Support Specialist job description

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

RESPONSIBILITIES
- Set the triage rules a team follows, catch tickets that are being mis-prioritized as a pattern, and retrain the process rather than fixing one ticket at a time.
- 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.
- Monitor SLA performance across a shared queue, redistribute tickets before they breach, and report a near-miss honestly rather than after the fact.
- Own an escalated ticket end to end across several teams, chase it without being asked, and stop it being silently dropped between owners.
- Lead reproduction of defects that several engineers have already failed to pin down, and improve the reporting template from what kept going missing.
- 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.

REQUIREMENTS
- Experience at the Support Specialist level (level 1 of 5) or equivalent
- Holds HubSpot Service Hub Software Certification

REQUIRED SKILLS
Support Operations
- Support Ticket Triage and Prioritization — You can set the triage rules a team follows, catch tickets that are being mis-prioritized 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 an accurate update from raw engineering notes, and send it to the affected customers on the channel they use.
- Customer Escalation Handling — You can own a routine complaint end to end, agree who does what internally, and tell the customer what will happen and when.
- Support Quality Review and Coaching — You can score a sample of a team's tickets against the rubric, and coach agents one to one on the gaps you find.

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 with examples from their own setup, updating out-of-date materials and asking 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 a first useful outcome, and flag what slowed them for a senior colleague to act on.

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 an account's usage with a benchmark from a similar customer, and point out which features go 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 and Renewal Risk Management — You can spot churn signals on your own accounts from routine monitoring, and assess a straightforward account against the renewal checklist, raising any risk before anyone asks.
- Expansion Opportunity Identification — You can log the growth signals you notice in an account and pass them to the named owner, while a senior colleague decides which to act on.

Customer Voice
- Product Feedback Routing — You can turn scattered requests into one problem statement backed by evidence, and push back on the solution a customer asks for to reach the need underneath.
- Customer Reference and Advocacy Development — You can keep the reference list current and prepare the material for an advocacy conversation someone else leads, flagging 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.
- Customer Satisfaction Measurement — You can read the scores and comments for your own accounts, and follow up with customers who gave a low score or a negative comment.

Delivery
- Project Management — You can organize a small piece of work into steps, put them in a sensible order, and finish it by the date you agreed, raising problems before they cause a delay.
- Planning & Estimation — You can estimate your own work with reasonable accuracy and keep 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 accountable for it, including the parts nobody enjoys.
- Quality Focus — You can define what good enough means for a project, put checks in place to show it has been met, and hold work back when it falls short.

Craft
- Problem Solving — You can break a large, ambiguous problem into pieces and weigh the options for each against the evidence.
- Domain Expertise — You can work confidently with the tools and methods 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.
- Writing & Documentation — You can write for a defined audience, whether a proposal, a policy, a report, 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 frequency that suits them.

Leadership
- Leadership — You can spot a problem and propose a way forward unprompted, and you take a small leading role such as running a working group.
- Mentoring — You can help someone new settle into 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)