Support Manager

hace 2 días


Ciudad de México, Ciudad de México Vee A tiempo completo

Role Overview

Own the day-to-day support function in HubSpot Service Hub. You'll manage Conversations/Help Desk and Tickets, build and maintain SLAs and routing, oversee the Knowledge Base, and deliver clear, actionable reporting—ensuring customers receive fast, accurate support with minimal back-and-forth. You'll also lead and develop a small support team while staying hands-on in the work.

Responsibilities

  • Own Conversations/Help Desk and Tickets: triage, routing, and escalations
  • Lead and manage a support team of 2+ people (coaching, prioritization, quality control)
  • Define and own SLAs and KPIs, with weekly dashboards and performance tracking
  • Maintain and improve the Knowledge Base (structure, permissions, deflection strategy)
  • Build and maintain workflows for assignment, alerts, escalations, and follow-ups
  • Handle product feedback and low-risk fixes (configuration and content-level improvements)
  • Standardize macros, playbooks, and support processes to drive consistency and efficiency

Qualifications

  • Excellent verbal and written communication skills in English
  • Deep expertise in HubSpot Service Hub, including Conversations/Help Desk, Tickets and pipelines, SLAs (business hours), Workflows, Knowledge Base, and Reports/Dashboards
  • Experience managing and developing a small support team
  • Startup mentality: hands-on, strong sense of ownership, efficient, and comfortable operating in a fast-moving environment
  • Highly organized, proactive, and solutions-oriented

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