Manager, Customer Support

2 weeks ago

Oklahoma City, Oklahoma, United States HubSpot Full time
Thanks to our employees' feedback, HubSpot has been named the #2 Best Leadership Team in 2023 by Comparably

However you identify or whatever your path here, please apply if you see a position that makes your heart skip a beat.

Come join us and help us build a global company where we're all proud to belong.

HubSpot is expanding its global footprint by opening a new office in Bengaluru, India, in September 2024, leveraging the country's position as a standout base for both tech companies and talent.

Customer Support, which is the heart and soul of our business, will be part of the landing team.

As the Manager of the Customer Support team, you will be responsible for hiring, coaching, and leading a team of new and established Customer Support Specialists in a fast-paced and rapidly changing environment.

We're looking for a 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 a desire to coach and develop others, an interest in technology, and a passion for driving a high quality of innovative customer service, this may be the right opportunity for you
Video below to learn more about the role from our Customer Support Specialists at HubSpot APAC.

In this role you will:
Manage the day-to-day operations, goal setting, performance management, and growth of ~13 Customer Support Specialists
Serve as a coach, mentor, and leader, helping individuals with their personal growth, while setting expectations on performance through feedback and transparency
Establish a culture of operational excellence where the team consistently executes to ensure customers receive the best possible resolutions while meeting strategic goals and KPIs
Own and/ or coach Support and non-Support stakeholders through complex situations to create positive and valuable outcomes for our customers
Partner with Recruiters and Trainers to hire and train world-class employees
Collaborate with global and local teams to determine and execute on the strategic direction of the Support Team
Analyze customer and support performance data to make informed decisions about team management, operations, and strategy
Join forces with stakeholders across HubSpot to build programs and processes that drive effective growth for our customers and business
We are looking for people who:

Have proven success managing and developing people
Possess natural curiosity, an affinity for creative problem-solving and a willingness and desire to get into the thick of the team's work when needed
Lead by maintaining a high standard, level of team engagement, motivation, and initiative
Understand customer service and communication Possess a strong customer first mentality and a strong understanding of technical issue resolution, incident management (e.g. outages), and Customer Support best practices
Have superior data monitoring, analysis, and manipulation skills
Possess excellent prioritization, organization, and time management skills
Thrive in an environment of ambiguity, working autonomously and using good judgment
Have experience or interest in building a positive team culture that is focused on Diversity, Inclusion & Belonging
Comfortable with a hybrid work arrangement of 3 days in the office and 2 days remote
We know the

confidence gap

and

imposter syndrome


can get in the way of meeting spectacular candidates, so please don't hesitate to apply — we'd love to hear from you.

If you need accommodations or assistance due to a disability, please reach out to us using this form .


This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.


Germany Applicants:
(m/f/d) - link to HubSpot's Career Diversity page here .
About HubSpot
HubSpot (

NYSE:

HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better.

We build marketing, sales, service, and website management products that start free and scale to meet our customers' needs at any stage of growth.

We're also building a company culture that empowers people to do their best work. 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 5M views, and learn about

our commitment to creating a diverse and inclusive workplace

, too. Thanks to the work of every employee globally, HubSpot was named the #2 Best Place to Work on Glassdoor in 2022, and has been recognized for award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.
Headquartered in Cambridge, Massachusetts, HubSpot was founded in 2006. Today, thousands of employees work across the globe in HubSpot offices and remotely. Visit our

careers website

to learn more about culture and opportunities at HubSpot.

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

HubSpot's

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.

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Voluntary Equal Opportunity Employment

HubSpot, Inc. is an equal opportunity employer.

As a federal contractor, we take affirmative action to ensure equal opportunity and all candidates are considered without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, physical or mental disability, veteran status, or any other legally protected characteristics.

To assist HubSpot in its commitments and compliance with federal and state record keeping, reporting and other legal requirements, you are invited to provide the following information.

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Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or affect your candidacy in any way. Any information that you do provide will be recorded and maintained in a confidential file.
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Thanks to HubSpotters' feedback and reviews over the years, we've been lucky to be named a great place to work globally.

4.6

stars
91% of Employees on Glassdoor Recommend HubSpot
#2 Best Place to Work in 2022

by Glassdoor
100 Best Companies to Work For

by Great Places to Work
Best Workplaces for Millennials

by Great Places to Work

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