Manager, Customer Support - Two Chicks With A Side Hustle

Employer: HubSpot

Customer Support is the heart and soul of our business. We’re looking for our next exceptional people manager with a passion for developing others, building effective teams, and helping us uphold and surpass our commitments to the customers we serve. If you have experience leading or coaching teams, a desire to help others, and a passion for driving a high quality customer experience, this may be the right opportunity for you.

As a Manager of a Customer Support team, you will be responsible for hiring, coaching, and leading a diverse and inclusive team of new and established Customer Support Specialists in a fast-paced and rapidly changing environment. In this role, you will work closely with Customer Support leadership to help build a team of elite Customer Support Specialists who help our customers grow better.

In this role, you’ll get to:

Focus first and foremost on leading, building and maintaining a culture of top performing team players.

Serve as a coach, mentor, and leader, helping individuals grow in their career, while setting expectations on performance based on feedback and transparency
Demonstrate extraordinary organization and time management skills.
Manage the day-to-day operations, goal setting, performance management, and growth of approximately 20 Customer Support Specialists

Establish a culture of operational excellence where the team consistently executes to ensure customers receive the best possible resolutions while meeting our Service Level Agreements (SLAs)
Manage customer escalations to create positive outcomes and creative problem-solve
Coordinate with recruiting and internal teams to recruit, hire, and train new team members

Collaborate with internal stakeholders to improve processes and holistically drive effective solutions for our customers
Analyze customer and specialist performance data to make informed decisions about team management
Use and understand the HubSpot suite of tools

Join forces with other leaders across HubSpot to design programs that cross-pollinate HubSpot’s global customer success organization

We are looking for people who:

Have previous experience leading or managing people, in the technology space

Possess natural curiosity and has an affinity for creative problem-solving
Communicate in a clear, professional, and informative style
Build trust and confidence with customers and colleagues

Have shown a consistent track record of delivering results in excess of company expectations
Have a reputation for exemplifying the highest level of professionalism
Lead through influence and maintains a high level of team engagement and motivation

Maintain high standards, drives results, and has a bias for action in a dynamic and collaborative environment
Understand customer service and communication, technical issue resolution, incident management (e.g. outages), and Customer Support best practices
Are motivated by supporting others achieve success and growing individuals

Have an interest in technology, marketing, sales business and industry growth
Have superior data monitoring, analysis, and manipulation skills
Have experience or interest in building a positive team culture that is focused on Diversity, Inclusion & Belonging