Requirements and responsibilities
About the RoleTo 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.What You’ll DoQuickly respond to Houzz professionals via our inbound phone line or case rotation as a member of our pooled support team, while providing superior customer serviceSupport all other teams in the Industry Solutions channel to ensure we are providing the best service possible to reduce churn and increase software engagementContribute to a positive work environment and embody the Houzz cultureAnswer software questions on program performance and functionalityFirst 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 requestsHandle cancellations for professionals in their free trial, free trial grace period, and homeowner accounts among other scenariosFoster program value and advance a positive program experienceMaintain KPIs for cases solved per day per rep, case solve time, QA, phone SLA, phone utilization, CSAT, engagement, and held upsell referralsCorrectly 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 ExecutivesRefer professionals to our Upsell teams to upgrade their servicesTrain professionals on the software through Zoom meetings to help them deeply engageWork 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 subscriptionProactively 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 softwareAttend continued software training sessions with the team or the larger industry solutions channelAd Hoc responsibilities as requiredAt a Minimum, We’d Like You to HaveAt least 6 months to 2 years of technical and/or subscription-based support experienceCustomer service experienceFocus on engaging our professionals in the software to ensure adoption and retentionStrong written and verbal communication skillsStrong listening skills - can easily identify customer pain points and resolve questions/concerns with easeIdeally, You’ll Also HaveTech-savviness - cogently conduct presentations virtually using assorted platforms and troubleshoot when complications ariseOrganizational skills - able to work efficiently through a high volume of requests in a fast-paced environmentResourcefulness and multi-taskingTenacity to exceed monthly objectivesExcellent written and verbal communication skillsTeam-oriented mindsetHigh achievement in previous rolesExcellent references from managers to whom you have reportedDetail and task-orientedCompensation, Benefits and PerksFor California, Washington, and Oregon, the base pay rate is $22.83 per hour, and for all other locations, the base pay rate is $20.55 per hour. The variable target is $3,600. We also offer competitive benefits that support you and your family as part of your total rewards package at Houzz.Benefits and perks include:- 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 programAbout HouzzWhen founders Adi and Alon remodeled their home, they were frustrated by the lack of resources and inspiration to help them articulate a vision and select the right pro to make it a reality. So they built Houzz. Houzz is now the leading platform for home remodeling and design, providing an all-in-one software solution for industry professionals and tools for homeowners to update their homes from start to finish. Using Houzz, people can find ideas and inspiration, hire professionals, and shop for products. Houzz Pro (houzz.com/pro) provides home industry professionals with a business management and marketing SaaS solution that helps them to win projects, collaborate with clients and teams, and run their business efficiently and profitably. Our Mission and Core ValuesWe're proud to say there's no one quite like us. Houzz is a community-centric, innovative tech company that continues to disrupt the home renovation and design industry. Our mission-driven culture is rooted in our core values, and we’re all here for one purpose: make the home remodeling and design process more fun and productive for everyone. Our MissionTo create the best experience for home renovation and design.Our Core ValuesWe’re a CommunityWe put our community of Houzzers, industry professionals and homeowners first. We approach our work with care, humility and respect. We deliver value to our community through our products and services.We Build the FutureWe are visionaries who challenge the status quo. We are creative, innovative and curious. We embrace change and different ideas to drive our industry forward. We Make Things HappenWe are solution-seekers and self-starters. We listen, move fast and empower our teams to deliver extraordinary results and products. We play to win.By applying for a job with us, you acknowledge and agree to the terms of our Job Applicant Privacy Notice.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)