Product Support Specialist I

4 weeks, 2 days 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 quickly to inbound phone and case requests from Houzz professionals as part of a pooled support team.
  • Provide customer support for SaaS questions, program functionality, and subscription-related issues.
  • Assist advertising professionals with subscription questions, marketing guidance, personalized ad campaigns, and Houzz profile management.
  • Handle membership questions including cancellations, upgrades, renewals, downgrades, refunds, and free-trial scenarios.
  • Work with CSM, Subscription Specialist, Client Onboarding, Strategic Growth Manager, and other internal teams to resolve customer issues.
  • Maintain performance metrics including cases solved, case solve time, QA, phone SLA, phone utilization, CSAT, engagement, and upsell referrals.
  • Escalate cases to the appropriate Houzz teams when needed.
  • Refer professionals to upsell teams when opportunities to upgrade arise.
  • Train professionals on the software via Zoom and follow up with action items to improve adoption.
  • Proactively identify learning opportunities for pros and support ongoing software engagement and retention.

Requirements

  • Must be a permanent resident of an eligible state, including AZ, AR, CA, CO, FL, GA, IN, IA, KY, MD, MI, MN, MO, NE, NV, NJ, NC, OH, OK, OR, PA, SC, TN, TX, UT, or WA.
  • At least 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 customer pain points and resolve concerns.
  • Tech-savviness and comfort presenting virtually using assorted platforms.
  • Organizational skills for handling a high volume of requests in a fast-paced environment.
  • Resourcefulness, multitasking ability, and tenacity to exceed monthly objectives.
  • Team-oriented mindset and detail-oriented, task-focused work style.
  • High achievement in previous roles and excellent references from prior managers.

Benefits

  • Base pay of $22.83 per hour in California, Washington, and Oregon, and $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.
  • Flexible Spending Accounts (medical and dependent care) and an HSA with company contribution.

Interested in this position?

Apply directly on the company website

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