Product Support Specialist I

1 month ago
Full-time
Junior
Customer and Technical Support
Houzz

Houzz

Houzz is an online platform that offers a vast collection of home design inspiration, including millions of interior design photos and professional resources, to assist homeowners and design enthusiasts in remodeling and decorating their spaces.

Specialty Retail
1K-5K
Founded 2009
$614M raised

Description

  • Respond to inbound phone calls and case requests from Houzz professionals with high-quality customer service.
  • Answer questions about software performance, functionality, and subscription-related issues.
  • Handle membership requests including cancellations, upgrades, renewals, downgrades, and refunds.
  • Resolve or escalate cases to the appropriate Houzz teams and specialists.
  • Train professionals on the software via Zoom and support deeper product engagement.
  • Support advertising-related questions, profile management, and marketing guidance for Ultimate pros.
  • Maintain performance metrics including case volume, resolution time, QA, phone SLA, utilization, and CSAT.
  • Refer professionals to upsell teams and identify opportunities to increase product adoption.
  • Follow up with professionals after each interaction with next steps or learning assignments.
  • Participate in ongoing team and channel training sessions and other ad hoc duties.

Requirements

  • 6 months to 2 years of technical and/or subscription-based support experience.
  • Customer service experience.
  • Strong written and verbal communication skills.
  • Strong listening skills and the ability to identify and resolve customer pain points.
  • Tech-savviness, including the ability to present virtually and troubleshoot issues across platforms.
  • Organizational skills to manage a high volume of requests in a fast-paced environment.
  • Resourcefulness and ability to multitask.
  • Tenacity to exceed monthly objectives.
  • Team-oriented mindset.
  • Detail-oriented and task-oriented approach.
  • Preferred: experience engaging users to drive adoption and retention.
  • Preferred: excellent references from previous managers and high achievement in prior roles.

Benefits

  • Base pay of $22.83 per hour in California, Washington, and Oregon; $20.55 per hour in all other locations.
  • Variable target of $3,600.
  • Paid Time Off (PTO).
  • Home internet stipend.
  • Medical, dental, and vision benefits.
  • Maternity/paternity leave program.
  • Employee Assistance Program (EAP).
  • Professional Development Reimbursement Program.
  • 401(k) retirement savings plan with Pre-Tax and Roth options.
  • FSA and HSA options, including company contribution to HSA.
  • Healthy at Houzz program.

Interested in this position?

Apply directly on the company website

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