Customer Support is the heart and soul of our business. We’re on the search for exceptional leaders with a passion for developing others, building effective teams, and helping us continue to uphold and surpass our commitments to the customers we serve. Through working closely with your team, you will strive to help build a positive and inclusive environment, accepting of all differences that make HubSpot Support a diverse and unique place to work. Our team is continuing to grow, and we can’t wait to hear from you!

As a Manager of a Customer Support team, you will have leadership responsibility for hiring, training, coaching, and leading a team of new and established Customer Support specialists in a fast-paced and rapidly changing environment.

In this role, you will work closely with local and global  Support leadership to help build a team of Customer focused specialists who can solve complex challenges to delight our customers.  You will also be responsible for delivering on the highest level of support and service, exceeding our customers expectations. 

If you have a desire to help others, are curious about technology, and a passion to make the customer service experience a bit more human, this could be the right opportunity for you! This role is also open remotely in Ireland.

In this role, you’ll get to:

• Manage the day-to-day team operations, set goals, drive team accountability  and provide insights that create a better experience for our teams and customers 
• Help people grow through competency based coaching and development to achieve performance and career goals
• Serve as a coach and mentor to your team to help develop their skills
• Support and direct new and experienced Customer support specialists to meet the needs of our growing customer base
• Drive accountability for your team performance in line with organizational goals
• Analyse customer data to make informed decisions about changes to the team, programming, shift scheduling, staffing, etc.
• Drive the partnership with recruiting and internal teams to recruit, hire, and train new team members.
• Build a diverse and inclusive environment through all stages of the employee lifecycle
• Manage customer escalations to create positive interactions and outcomes
• Collaborate with internal stakeholders on process improvement & software usability patterns
• Project manage change strategies that help our customers Grow Better and enable our teams to work better
• Collaborate with other leaders across HubSpot 

• Are fully fluent in German
• Have healthy interpersonal problem-solving skills
• Have excellent communication skills, both written and verbal
• Can demonstrate strong leadership skills through experience
• Enjoy collaborating with others
• Have a strong understanding and passion for our company culture and its importance
• Have experience in recruiting, coaching, and developing a diverse and inclusive team
• Demonstrate an exceptional understanding of customer service
• Can support and develop best practices and enjoy solving technical problems
• Have a good understanding and demonstration of a Growth Mindset
• Have a history of self-starting, setting goals, and knocking them out of the park
• Loves to drive results independently, and as a member of a collaborative team
• Have superior data monitoring, analysis, and data manipulation skills
• Are driven by natural curiosity and an affinity for problem solving