Director of Support

| Cambridge

Director of Support HubSpot

HubSpot's customers are our inspiration and our business. HubSpot Support is a central pillar of customer success as well as a key business differentiator for HubSpot's business.

The Director of Support at HubSpot oversees all responsibility for this key customer-facing team. HubSpot support is a global 24/7, follow-the-sun, omnichannel organization and is responsible for tens of thousands of customer interactions per month across 4 sites: Cambridge, MA; Portsmouth, NH; Dublin, Ireland; Singapore, Singapore.

At HubSpot, we’ve recently made two significant strategic changes, releasing new freemium products and combining our service and go-to-market motions across product lines.

With these steps forward, we’re adapting our traditional support playbook for a new type of user by building freemium, community-based support on top of our existing best-in-class program.

This role represents a special opportunity for impact and growth as HubSpot's business, customers, and team expand.

Multiple teams comprise Support at HubSpot. These include:

  • Frontline Customer Support Specialists. This team is the epicenter of the customer interactions as well as a launchpad for long, successful HubSpot careers.
  • Backline subject matter experts, called Product Experts. This team sits between frontline support and product/engineering, acting as a resource to the frontline and a critical feedback loop to our software.
  • Support management: both frontline and backline teams have management structures, with regional and team-level leadership. Manager responsibilities include day-to-day execution like SLA achievement and customer NPS benchmarking, as well as team professional development, operations, and more.
  • HubSpot Community: In addition to its paying customers, HubSpot nurtures a growing and vibrant community of free software users. We support our freemium users through a community of users, partners, and HubSpotters. This will increasingly become a core part of HubSpot’s business as it grows.

The right person for Director of Support at HubSpot:

  • Cares deeply about both customer success and employee success
  • Is technical enough to partner internally with leaders in product and engineering, plus go-to-market savvy enough to partner with leaders in sales and marketing
  • Owns a strong vision for freemium user success and community-based support
  • Excels operationally in running large, multi-faceted organizations
  • Can inspire mission and strategy for global teams of high-velocity employees
  • Can partner with peers in customer implementation, account management, education, and more to develop HubSpot's overarching customer success strategy

Qualifications that make you especially well-suited are:

  • 8+ years in customer-focused leadership positions
  • Deep, intuitive SaaS knowledge gained from experience in fast-growth organizations
  • Experience with large global teams and organizing for scale
  • Experience with multi-lingual, multi-channel customer-facing models
  • A successful track record of change management, organizational design, and leadership development
  • Operational experience with marketing, sales, CRM, service, or similar software platforms

Interested in joining us on this ride as a key part of our customer experience and team? We want to meet you.

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Location

25 First Street, 2nd Floor, Cambridge, MA 02141
25 First Street, 2nd Floor, Cambridge, MA 02141

Perks of working here

Company Outings
Flex Work Hours
Onsite Gym
Tuition Reimbursement
Unlimited PTO
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