Customer Support Manager, LATAM

POS-P601

*Remote, Hybrid or Office Working Options Available*

*Must be based in Colombia to apply!*

*Resume must be submitted in English*

The Mission

Customer Support is the heart and soul of our business! HubSpot’s award winning Customer Support Team is redefining what extraordinary customer service means!  Whether through email, chat, or phone, our Customer Support Team works diligently to rise to the challenge of Solving for the Customer, in every interaction. Our team’s mission is to maximize value for the global customers of today and tomorrow.

Responsibilities

As a Manager on the Customer Support team, you will be responsible for hiring, coaching, and leading a diverse and inclusive team of new and established Customer Support Specialists, who support our customers in resolving technical issues with the HubSpot suite of tools. 

In this role, you’ll get to:

• Manage the day-to-day operations, goal setting, career development, performance management, and growth of a team of approximately 13+ technical Customer Support Specialists

• Focus on leading, building and fostering a culture of Diversity, Inclusion & Belonging across the team
• Build a psychologically safe space where teams are motivated to be individually accountable, and can easily adapt in an environment of constant change
• Serve as a coach, mentor, and leader, helping individuals grow in their career, setting expectations for performance, and providing actionable feedback for continuous improvement 
• Establish a culture of operational excellence where the team consistently executes to make sure customers receive the best possible resolutions while meeting our Service Level Agreements (SLAs) and established Key Performance Indicators (KPIs)
• Manage customer escalations to creatively problem-solve and create positive outcomes
• Navigate complex situations with incomplete information, asking the right questions to accurately analyze situations and uncover the root causes to difficult problems
• Analyze customer and specialist performance data to craft action plans and make informed business decisions
• Use, understand, and train new team members on the HubSpot suite of tools
• Demonstrate extraordinary communication, organization and time management skills, and effectively manage relationships with internal and external stakeholders
• Join forces with other leaders across HubSpot to design programs and/or lead projects that cross-pollinate HubSpot’s global Customer Success organization
• Partner with internal stakeholders to recruit, hire, and onboard new team members representative of diverse perspectives and backgrounds
• Collaborate with internal stakeholders cross-functionally, to improve processes and holistically drive effective solutions for our customers
• Occasional weekend or holiday shifts, may be required 

• Have previous experience leading or managing people
• Possess natural curiosity and have an affinity for creative problem-solving
• Communicate in a clear, professional, and informative style
• Build trust and confidence with customers and colleagues 
• Have shown a consistent track record of delivering results that meet or exceed company expectations
• Have a reputation for exemplifying the highest level of professionalism
• Lead through influence and maintain a high level of team engagement and motivation
• Maintain high standards, drive operational results, and have a bias for action in a dynamic,  collaborative, and fast-paced environment
• Have the ability to operate in a dynamic environment, and quickly and effectively adapt to meet changing business requirements
• Open to learning and understanding customer service and communication, technical issue resolution, incident management (for example: outages), and Customer Support best practices
• Are passionate about supporting others to achieve goals and guiding individuals through career growth and development
• Have an interest in technology, marketing, sales, business, and industry growth
• Have superior data monitoring, analysis, and presentation skills
• Have strong organizational skills with the ability to prioritize, lead, and complete projects and initiatives successfully 
• Have experience or interest in building a positive team culture that is focused on Diversity, Inclusion & Belonging