Product Support Specialist I

About the Role

To be eligible for this position, you must be a 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.

Houzz is looking for talented Product Support Specialists to join our team. As a Product Support Specialist Level I, you will be part of a team that provides exceptional customer service for Houzz professionals across the U.S. and Canada. Your job is to field inbound messages and calls from accounts enrolled in our Flex, Starter, Essential, Pro, Premium, Custom, or Ultimate Houzz Pro programs. During these interactions, you will be responsible for assisting with SaaS questions related to a professional’s software solution and/or subscription questions. You will also work with our advertising professionals to assist with subscription questions, and marketing advice, and help with managing their personalized ad campaigns, and their Houzz profile.

The ideal candidate has a pleasant, business-oriented personality, is a hard worker, reliable, and very tech-savvy. You must be relationship-oriented and put a high value on customer service. You thrive in a fun and competitive, yet team-oriented environment that is consistently experiencing change and new challenges as we elevate our customer experience and software engagement.

The required shift time for this role will be 8:30 AM - 5:00 PM Pacific Time.

What You’ll Do

• 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

At a Minimum, We’d Like You to Have

• 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

Ideally, You’ll Also Have

• 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