Provide inbound phone and case support to Houzz Pro customers, resolving SaaS and subscription questions, handling cancellations/refunds, training via Zoom, maintaining KPIs, escalating complex issues, and referring upsell opportunities to appropriate teams.
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
Compensation, Benefits and Perks
For California, Washington, and Oregon, the base pay rate is $24.56 per hour, and for all other locations, the base pay rate is $22.28 per hour. 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 program
Houzz is an Equal Employment Opportunity employer. When applying for a role at Houzz, we guarantee your application will be considered regardless of your sex; race; color; gender; national origin; height or weight; ancestry; physical or mental disability; medical condition; genetic information; marital status; registered domestic partner status; age; sexual orientation; military and veteran status; or any other basis protected by federal, state or local law or ordinance or regulation.
We embrace and celebrate the value that diversity brings to an organization. Diverse backgrounds and different points of view help Houzz provide the best experience for our community. Houzz is committed to fostering an inclusive environment through projects and initiatives, such as employee resource groups, that support Houzzers’ efforts to be themselves and share their lives at work.
If you would like assistance or an accommodation due to a disability, please email us at [email protected]. This information will be treated as confidential and used only for determining an appropriate accommodation for the interview process.
Houzz is an Equal Opportunity Employer. M/F/Disability/Veterans
__________________
Be Who You Are and Do What You Love at Houzz
About Houzz
When 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 Values
We'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 Mission
To create the best experience for home renovation and design.
Our Core Values
We’re a Community
We 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 Future
We 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 Happen
We 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.
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