[Remote] Product Support Specialist I

Note: The job is a remote job and is open to candidates in USA. Houzz is a leading platform for home remodeling and design, and they are seeking a Product Support Specialist I to provide exceptional customer service for Houzz professionals. The role involves fielding inbound messages and calls, assisting with SaaS questions, and supporting advertising professionals with their subscriptions and marketing advice.

Responsibilities

• Quickly respond to Houzz professionals via our inbound phone line or case rotation as a member of our pooled support team, while providing superior customer service
• Support all other teams in the Industry Solutions channel to ensure we are providing the best service possible to reduce churn and increase software engagement
• Contribute to a positive work environment and embody the Houzz culture
• Answer software questions on program performance and functionality
• First line of defense for Houzz Pro membership questions, including cancellations, upgrades, renewals, and more - successfully work with our CSM, Subscription Specialist, Client Onboarding, and Strategic Growth Manager teams to help resolve subscription cancellation, downgrade, or refund requests
• Handle cancellations for professionals in their free trial, free trial grace period, and homeowner accounts among other scenarios
• Foster program value and advance a positive program experience
• Maintain KPIs for cases solved per day per rep, case solve time, QA, phone SLA, phone utilization, CSAT, engagement, and held upsell referrals
• Correctly escalate cases to appropriate Houzz teams as required; including but not limited to Product Support Specialists II, QuickBooks Online Experts, Subscription Specialist, Strategic Growth Manager, Client Onboarding Specialists, Client Success Managers, Website Designers, and Account Executives
• Refer professionals to our Upsell teams to upgrade their services
• Train professionals on the software through Zoom meetings to help them deeply engage
• Work with Ultimate pros assigned to our team to uncover Houzz profile and marketing areas of improvement, assist with questions about leads and help manage their subscription
• Proactively engage all levels of pros in the software, identify learning opportunities, and follow up each interaction with specific homework for the pro based on the criteria to get the pro entrenched in the software
• Attend continued software training sessions with the team or the larger industry solutions channel
• Ad Hoc responsibilities as required

Skills

• At least 6 months to 2 years of technical and/or subscription-based support experience
• Customer service experience
• Focus on engaging our professionals in the software to ensure adoption and retention
• Strong written and verbal communication skills
• Strong listening skills - can easily identify customer pain points and resolve questions/concerns with ease
• Tech-savviness - cogently conduct presentations virtually using assorted platforms and troubleshoot when complications arise
• Organizational skills - able to work efficiently through a high volume of requests in a fast-paced environment
• Resourcefulness and multi-tasking
• Tenacity to exceed monthly objectives
• Excellent written and verbal communication skills
• Team-oriented mindset
• High achievement in previous roles
• Excellent references from managers to whom you have reported
• Detail and task-oriented

Benefits

• 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 plans (Pre-Tax and Roth)
• Flexible Spending Accounts (FSA) - Medical & Dependent Care
• Health Savings Account (HSA) with company contribution
• Healthy at Houzz program

Company Overview