Houzz
Home remodeling and design
ProductSupportSpecialist
“Product Support Specialist at Houzz. Skills: Product Support, Customer Service, Software Engagement. Respond to Houzz professionals via inbound phone line or case rotation. Provide superior customer service”
What You'll Achieve.
Reduce churn; Increase software engagement; Maintain KPIs for cases solved per day per rep; Maintain KPIs for case solve time; Maintain KPIs for QA; Maintain KPIs for phone SLA; Maintain KPIs for phone utilization; Maintain KPIs for CSAT; Maintain KPIs for engagement; Maintain KPIs for held upsell referrals
Industry & Context.
What They're Looking For.
Must Have
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, written and verbal communication skills, listening skills
Nice to Have
Tech-savviness, Organizational skills, 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
What You'll Do.
Respond to Houzz professionals via inbound phone line or case rotation
Provide superior customer service
Support other teams in the Industry Solutions channel
Answer software questions on program performance and functionality
Handle Houzz Pro membership questions (cancellations
Resolve subscription cancellation
Handle cancellations for professionals in free trial
free trial grace period
and homeowner accounts
Foster program value and advance a positive program experience
Escalate cases to appropriate Houzz teams
Refer professionals to Upsell teams
Train professionals on the software through Zoom meetings
Assist Ultimate pros with Houzz profile and marketing improvements
Manage Ultimate pros' subscriptions
Proactively engage all levels of pros in the software
Identify learning opportunities for pros
Follow up interactions with specific homework for pros
Attend continued software training sessions
How You'll Work.
Team & Collaboration
Support all other teams in the Industry Solutions channel; Work with CSM, Subscription Specialist, Client Onboarding, and Strategic Growth Manager teams; Escalate cases to Product Support Specialists II, QuickBooks Online Experts, Subscription Specialist, Strategic Growth Manager, Client Onboarding Specialists, Client Success Managers, Website Designers, and Account Executives
Communication Scope
Written communication skills; Verbal communication skills
Applying for this Product Support Specialist role?
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