A global company with offices in Cambridge, MA, Portsmouth, NH, Dublin, Ireland, Sydney, Australia, Singapore, Tokyo and soon to be Berlin, HubSpot transforms how organizations market and sell. Through its unique approach to company culture, HubSpot has also redefined how people work and live. Our commitment to autonomy, flexibility, and transparency prompted the creation of our Culture Code, which has gone viral, amassing more than 2M views. Ensuring that our customers and employees are continually growing and learning has helped make HubSpot a Best Place to Work in the eyes of Glassdoor, Fortune, Entrepreneur, Inc. The Boston Globe, and the Boston Business Journal.

Working directly with a team of Customer Support Representatives and your counterparts across the globe, you'll play a key role in HubSpot’s Customer Success organization. 

You’ll do that by:

• Motivating and developing your team of Support Representatives to deliver the best possible issue resolutions to customers in the least amount of customer time, while meeting SLAs

• Envisioning, planning, and implementing customer success programs that to improve customer usage, retention, and happiness

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

Examples of specific tasks & responsibilities Support Manager:

• Day-to-day management of about 20 Customer Support Representatives in Cambridge, MA

• Ensuring individual workflow enables the team to reach or exceed customer service SLAs

• Managing customer escalations to create positive interactions

• Collaborating with internal stakeholders on process improvement & software usability patterns

• Coaching frontline Customer Support Representatives and Team Leads to help them achieve personal and professional goals

• Partnering with recruiting to hire world-class employees

• Analyzing customer data to make informed decisions about changes to the team, programming, shift scheduling, staffing, etc.
  
  

Requirements:

• 3+ years in SaaS service roles or equivalent experience

• Exceptional understanding of customer service, technical issue resolution, and support best practices

• Ability to manage and develop a team of customer-facing staff

• Experience with incident management (e.g. outages) and customer communication

• History of opportunistically identifying and implementing new programs that drive customer success and/or team development

• Demonstrated ability to lead independently and adapt your style to rapid organizational and platform change

• Experience recruiting, coaching, and developing team members

• Superior data monitoring, analysis, and manipulation skills