Product Support Specialist I


Irvine, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/18/2021
  • Website:
  • Company Address: 285 Hamilton Avenue, Palo Alto, CA, 94301

About Houzz

Houzz is the leading platform for home remodeling and design, providing people with everything they need to improve their homes from start to finish.

Job Description

Houzz is the world’s leading platform for home remodeling and design, helping more than 2.5 million home professionals in over 100 categories to grow and manage their business. Through Houzz, a community of more than 65 million homeowners and home design enthusiasts, find ideas, hire professionals, source products and access tools to update their homes from start to finish. Houzz is available in every country around the world with localized platforms in more than 10 countries across North America, Europe, Asia and Australia.

About the Role

Houzz is looking for talented Product Support Specialist I's to join our team. As an Product Support Specialist I, you will be part of the support team for Houzz Professionals from across the U.S and Canada. Your job is to field basic inbound messages and calls from accounts enrolled in our Ivy legacy, Starter, Essential or Ultimate programs. During these calls you will be responsible to assist with basic questions related to a professional’s advertising program or software solution.

The ideal candidate has a pleasant, business oriented personality, is a hard worker 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.


What You’ll Do

  • Respond to Houzz clients in the inbound queue and phone line as part of a pooled support team

  • Answer basic questions on program performance and functionality

  • First line of defense for Houzz Pro membership questions 

  • Foster program value and advance a positive program experience

  • Auto renew appropriate customer opportunities

  • Proactively reach out for credit card payments and escalate when appropriate

  • Meet minimum quantitative and qualitative account improvement objectives

  • Provide superior customer service, contribute to a positive work environment, and embody the Houzz culture

  • Escalate client cases to appropriate contacts as required

  • Ad Hoc responsibilities as required

At a Minimum, We’d Like You to Have 

  • At least 6 months to 2 years of inside sales experience

  • Customer Service Experience

  • Focus on selling intangibles is preferred (i.e. advertising, financial services, business services...)

 Ideally, You’ll Also Have 

  • Tech-savviness- able to 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

  • Tenacity to exceed monthly objectives

  • Excellent written and verbal communication skills

  • Team oriented mindset

  • High achievement in previous role

  • Excellent references from managers to whom you have reported to

  • Ability to work effectively in a fast paced environment

  • Detail and task oriented


Be Who You Are and Do What You Love at Houzz

We’re a Family

At Houzz, we strive to create and foster a strong family environment in our workplace. We collaborate to accomplish our goals, always working as a team. We aim to build a culture of inclusion — celebrating and leveraging our differences for the betterment of one another, our products and our community.

Houzz team members come from many backgrounds and bring diverse experiences to the company. We take pride in making each person feel at home.

We Build the Future

Join Houzz in revolutionizing the home remodeling and design industry and have an impact on our community of more than 65 million homeowners and home design enthusiasts who use our platform and the 2.5 million-plus home professionals around the world who grow and manage their business with Houzz Pro. Houzz has been named one of the most innovative companies in the world by CNBC and others, and is backed by top venture capitalists. At Houzz, you can help drive the future of an industry worth over $1 trillion in the U.S. and Europe alone.

We Make Things Happen

Our team members play a key role in guiding the direction of our company and are able to work across multiple groups to implement fresh ideas that allow Houzz to be the industry leader. If you are interested in applying your passion to create products that will transform the lives of millions of people who are designing, remodeling and decorating their homes, welcome to Houzz.

Benefits and Perks

  • Competitive salary

  • Paid time off

  • Commuter benefits

  • Medical, dental, vision and pet insurance

  • Maternity/paternity leave program

  • Employee assistance program

  • 401k retirement savings plan

  • Flexible spending accounts

  • Healthy at Houzz program

Houzz is an Equal Opportunity Employer.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.