HubSpot Customer Service Specialist

📋 Description

• • Own the end-to-end customer experience inside HubSpot Service Hub—be the first and most trusted point of contact for every ticket, chat, and email that lands in our APAC queue.
• • Master ticket triage: categorize, prioritize, and resolve issues within strict SLA windows while keeping customers informed at every step; escalate complex technical problems to Product or Engineering with crystal-clear context and next-step recommendations.
• • Deliver white-glove support across email, live chat, and in-product messaging, translating technical concepts into plain language that empowers non-technical users and drives product adoption.
• • Build and continuously refine a living knowledge base—write, update, and retire articles so customers can self-serve and teammates can onboard faster; ensure every macro, snippet, and playbook reflects current product capabilities and brand voice.
• • Champion data integrity across the entire CRM: standardize naming conventions, validate required properties, and perform bulk imports/exports without breaking downstream automations or reports.
• • Create and maintain custom objects, properties, and calculated fields that power lifecycle tracking, health scoring, and renewal forecasting; partner with RevOps to lock in governance rules that keep the database scalable.
• • Design real-time dashboards for leadership, Sales, and Marketing that spotlight ticket volume, CSAT, first-response time, pipeline velocity, and customer health trends; translate raw numbers into actionable insights that influence product roadmaps and retention campaigns.
• • Detect patterns in support volume—spot the bug before it becomes a crisis, surface feature gaps before they become churn risks, and feed a tight feedback loop to Product and Customer Success teams.
• • Collaborate cross-functionally: brief the Marketing team on top pain points for campaign messaging, arm Sales with battle cards on new releases, and train Customer Success on process changes that reduce reactive support load.
• • Execute rigorous B2B data entry workflows: import trade-show lists, dedupe against existing accounts, enrich contacts with firmographics, and ensure GDPR/CCPA compliance at every touchpoint.
• • Run weekly data hygiene sprints—merge duplicates, backfill missing fields, and sunset stale records so that segmentation, lead scoring, and revenue attribution stay razor-sharp.
• • Support onboarding and account expansion by guiding new users through portal setup, permissions, and integrations; deliver tailored training sessions that shorten time-to-value and reduce early-stage support tickets.
• • Uphold brand and quality standards in every interaction—tone, accuracy, empathy, and speed—so customers equate 1840 & Company with effortless, world-class service.
• • Contribute to a culture of continuous improvement: propose workflow automations, test new Service Hub features in beta, and document lessons learned so the entire global team benefits from your experiments.