Product Support Specialist I

Houzz

1d•Remote

About The Position

Houzz is seeking talented Product Support Specialists to join their team. As a Product Support Specialist Level I, you will provide exceptional customer service to Houzz professionals across the U.S. and Canada. Your role involves handling inbound messages and calls from accounts enrolled in various Houzz Pro programs, assisting with SaaS questions related to software solutions and subscriptions, and supporting advertising professionals with subscription inquiries, marketing advice, and ad campaign management. The ideal candidate is pleasant, business-oriented, a hard worker, reliable, tech-savvy, relationship-oriented, and values customer service. You should thrive in a dynamic, team-oriented environment that embraces change and challenges to enhance customer experience and software engagement.

Requirements

Permanent resident in one of the following states: 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.
Focus on engaging professionals in the software to ensure adoption and retention.
Strong written and verbal communication skills.
Strong listening skills - ability to easily identify customer pain points and resolve questions/concerns.

Nice To Haves

Tech-savviness - ability to cogently conduct virtual presentations using assorted platforms and troubleshoot complications.
Organizational skills - ability 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.
Detail and task-oriented.

Responsibilities

Quickly respond to Houzz professionals via inbound phone line or case rotation as a member of a pooled support team, providing superior customer service.
Support other teams in the Industry Solutions channel 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.
Act as the first line of defense for Houzz Pro membership questions (cancellations, upgrades, renewals), collaborating with CSM, Subscription Specialist, Client Onboarding, and Strategic Growth Manager teams to resolve issues.
Handle cancellations for professionals in free trial, free trial grace period, and homeowner accounts.
Foster program value and advance a positive program experience.
Maintain KPIs for cases solved per day, case solve time, QA, phone SLA, phone utilization, CSAT, engagement, and held upsell referrals.
Correctly escalate cases to appropriate Houzz teams (e.g., Product Support Specialists II, QuickBooks Online Experts, Subscription Specialist, Strategic Growth Manager, Client Onboarding Specialists, Client Success Managers, Website Designers, Account Executives).
Refer professionals to Upsell teams to upgrade their services.
Train professionals on the software through Zoom meetings to ensure deep engagement.
Work with assigned Ultimate pros to identify improvements in Houzz profile and marketing, assist with lead questions, and manage their subscription.
Proactively engage all levels of pros in the software, identify learning opportunities, and provide follow-up homework based on criteria to entrench them in the software.
Attend continued software training sessions.
Perform ad hoc responsibilities as required.