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