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

We are looking for people who:

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 We know the confidence gap and impostor syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you. If you need accommodations or assistance due to a disability, please reach out to us using this form. At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee or work from the Office, we want you to start your journey here by building strong connections with your team and peers. If you are joining our Engineering team, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you’ll also attend other in-person events such as your Product Group Summit and other gatherings to continue building on those connections. If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page here. India Applicants: link to HubSpot India's equal opportunity policy here. About HubSpot HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. HubSpot's connected platform enables businesses to grow faster by focusing on what matters most: customers. At HubSpot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow. We’re building a company where people can do their best work. We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too. Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, HubSpot is headquartered in Cambridge, MA, with employees and offices around the world.

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