Manager, Customer Support

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

APPLY HERE