Manager, Customer Support
1 week ago
In this role
you will: Manage the day-to-day operations, goal setting, performance management, and growth of ~13 Customer Support Specialists Serve as a coach, mentor, and leader, helping individuals with their personal growth, while setting expectations on performance through feedback and transparency Establish a culture of operational excellence where the team consistently executes to ensure customers receive the best possible resolutions while meeting strategic goals and KPIs Own and/ or coach Support and non-Support stakeholders through complex situations to create positive and valuable outcomes for our customers Partner with Recruiters and Trainers to hire and train world-class employees Collaborate with global and local teams to determine and execute on the strategic direction of the Support Team Analyze customer and support performance data to make informed decisions about team management, operations, and strategy Join forces with stakeholders across HubSpot to build programs and processes that drive effective growth for our customers and business
We are looking for people who:
Have proven success managing and developing people Possess natural curiosity, an affinity for creative problem-solving and a willingness and desire to get into the thick of the team's work when needed Lead by maintaining a high standard, level of team engagement, motivation, and initiative Understand customer service and communication Possess a strong customer first mentality and a strong understanding of technical issue resolution, incident management ( outages), and Customer Support best practices Have superior data monitoring, analysis, and manipulation skills Possess excellent prioritization, organization, and time management skills Thrive in an environment of ambiguity, working autonomously and using good judgment Have experience or interest in building a positive team culture that is focused on Diversity, Inclusion & Belonging Comfortable with a hybrid work arrangement of 3 days in the office and 2 days remote
We know the and can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.
If you need accommodations or assistance due to a disability, please reach out to us . This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.
Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page .
About HubSpot
HubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. We’re also building a company culture that empowers people to do their best work. If that sounds like something you’d like to be part of, we’d love to hear from you.
You can find out more about our company culture in the , which has more than 5M views, and learn about , too. Thanks to the work of every employee globally, HubSpot was named the #2 Best Place to Work on Glassdoor in 2022, and has been recognized for award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.
Headquartered in Cambridge, Massachusetts, HubSpot was founded in 2006. Today, thousands of employees work across the globe in HubSpot offices and remotely. Visit our to learn more about culture and opportunities at HubSpot.
By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. HubSpot's explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over HubSpot’s use of your personal information.
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