Technical Support Community Manager

2 weeks ago

Cambridge, Massachusetts, United States HubSpot Full time

Community Engagement Specialist

Customer Support

The mission of the HubSpot Community Team is to cultivate a dynamic environment where all users can seek assistance, exchange knowledge, and connect with a global network of businesses that are striving for growth. To support this mission, we are expanding our Community team to empower our customers (including free, paid, partner, and developer users) to assist one another.

The Community Engagement Specialist will oversee and facilitate interactions on our Developer Forum, ensuring that inquiries are addressed promptly by knowledgeable experts and that all user-generated content enhances the self-service experience for HubSpot users. This role involves close collaboration with the Community Manager team to nurture an active community of HubSpot developers, establish a network of subject-matter experts who are eager to respond to questions, and implement strategies for community promotion and engagement.

Success in this position will lead to a valuable, timely, and consistent support experience for our developer-focused users. This individual will be instrumental in helping the team achieve key performance metrics for the Community and will take on new objectives as we scale and maximize the program's business impact.

In this role, you will have the opportunity to:

  • Moderate discussions within the developer community daily, ensuring that all inquiries are correctly posted and answered promptly.
  • Collaborate with Community Managers to identify and cultivate external subject matter experts within the HubSpot network who can effectively share their insights and respond to specific queries.
  • Manage escalations that cannot be resolved within the community, such as host-only tasks, service issues, and product errors.
  • Provide regular feedback and insights to cross-functional stakeholders, including those in Customer Support, Product, User Experience, and Engineering.

We are seeking candidates who:

  • Possess a deep understanding of HubSpot's products, business objectives, and core principles.
  • Are familiar with HubSpot's CMS and developer tools, as well as general front-end and server-side software development practices.
  • Can build and maintain relationships, manage expectations, and identify issues that require escalation and feedback regarding products and services.
  • Exhibit excellent communication skills, both written and verbal.
  • Are self-motivated individuals who can align their efforts with business needs and utilize organizational skills to complete tasks effectively.
  • Are driven by curiosity and possess a knack for problem-solving, consistently seeking ways to add value.
  • Are resourceful and excel in cross-functional collaboration with teams across various locations as needed.
  • Can adapt swiftly to changing priorities and manage time, multiple tasks, and deadlines efficiently.
  • Consistently meet performance expectations in their current roles.
  • Previous experience in forum or social community management is a plus.

About HubSpot

HubSpot is a leading customer relationship management (CRM) platform that offers software and support to help businesses grow more effectively. We develop marketing, sales, service, and website management products that start free and scale to meet our customers' needs at any growth stage. We are also committed to fostering a company culture that empowers individuals to perform at their best.

HubSpot was founded in 2006 and is headquartered in Cambridge, Massachusetts. Today, thousands of employees work globally, both in HubSpot offices and remotely. To learn more about our culture and opportunities at HubSpot, please visit our website.

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