Customer Support is the heart and soul of our business. Our team in Cambridge has grown, and we are looking for an exceptional leader with a vision for redefining the way that we do Support and building a high-performing Support team to meet the needs of our customers. This individual should have keen decision-making skills, a propensity for solving operational issues, a passion for people development, and a high degree of emotional intelligence. She or he will be responsible for managing a team of Customer Support Managers, growing a world-class customer-facing team, and enrolling that team in our mission to help millions of organizations grow better.

If you have an ambition to help others, an interest in SaaS technology, and a drive to propel HubSpot's customer experience into the future, this could be the right opportunity for you.

In this role, you’ll get to:

• Manage a team of 6-10 Customer Support Managers
• Be accountable for the collective performance of the Support team in achieving various key performance indicators such as cases per day, NPS, response time, and more
• Partner with other senior leaders to plan and execute global initiatives
• Leverage data and a deep understanding of the HubSpot's business to make strategic decisions that drive results
• Cultivate a culture of engagement, ongoing learning, and high performance
• Influence and gain buy-in from stakeholders across the company to develop customer-centric initiatives
• Coach, develop, and offer actionable feedback to managers to help cultivate some of the strongest leaders across the company
• Make decisions around growth planning, staffing, and hiring strategy
• Cultivate a pipeline of future leaders in Support management
• Navigate and drive resolutions to challenging incidents and customer escalations

We are looking for people who:

• Have exceptional leadership skills, with 3+ years of management experience
• Have developed and managed teams of supervisors or managers
• Have a track record of achieving results by goal setting, delegating and collaborating
• Are passionate about building high performing teams
• Have excellent written and verbal communicator
• Have a history of self-starting, setting goals, and knocking them out of the park
• Create and carry out new programs that drive customer success and/or team development
• Have superb data monitoring, analysis, and manipulation skills

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. HubSpot is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

About HubSpot

HubSpot helps millions of organizations grow better, and we’d love to grow better with you. Our business builds the software and systems that power the world’s small to medium-sized businesses. Our company culture builds connections, careers, and employee growth. How? By creating a workplace that values flexibility, autonomy, and transparency. 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 HubSpot Culture Code, which has more than 3M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every HubSpotter globally who has helped build our remarkable culture, HubSpot has been named a top workplace by Glassdoor, Fortune, Entrepreneur, and more.

HubSpot was founded in 2006 in Cambridge, Massachusetts, and we have offices in Dublin (Ireland), Sydney (Australia), New Hampshire, Singapore, Tokyo (Japan), Berlin (Germany), and Bogotá (Colombia).

By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. HubSpot's Recruiting Privacy Notice 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.