Houzz
Home remodeling and design
ProductSupportSpecialist
Neural analysis suggests this role is
optimal for Entry candidates.
“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
Full Job Description
## 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 sess
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