HubSpot Customer Service Specialist

📋 Description

• • Be the voice of 1840 & Company’s global clients as you own the end-to-end customer support experience inside HubSpot Service Hub. You will manage a high-volume queue of tickets, live-chats, and email inquiries from B2B customers across North America, ensuring every interaction feels personal, prompt, and solution-oriented.
• • Own ticket triage and resolution: categorize, prioritize, and solve technical and account-related issues while consistently beating 2-hour first-response and 24-hour resolution SLAs. When a case requires engineering or product input, you will coordinate seamless escalations and keep customers informed at every step.
• • Master HubSpot’s automation and workflow engine to route tickets, trigger follow-ups, and surface at-risk accounts before churn happens. You will refine these workflows monthly based on data insights and customer feedback.
• • Serve as the in-platform data guardian. You will perform meticulous B2B data entry—companies, contacts, deals, tickets, and custom objects—while enforcing naming conventions, validating properties, and eliminating duplicates. Your obsession with clean data will directly improve marketing segmentation, sales forecasting, and executive reporting.
• • Build and maintain dynamic dashboards that track KPIs such as ticket volume trends, CSAT, NPS, onboarding velocity, and pipeline health. You will present findings weekly to cross-functional leaders and recommend actionable improvements.
• • Expand the customer knowledge base by drafting step-by-step articles, how-to videos, and FAQ responses that reduce ticket volume and empower self-service adoption.
• • Partner with Marketing to craft proactive communications about new features, scheduled maintenance, or policy changes, ensuring brand voice consistency across all channels.
• • Collaborate with Product and Engineering to reproduce bugs, validate fixes, and beta-test new Service Hub features before they reach customers.
• • Guide new users through platform onboarding: configure portals, import legacy data, map custom properties, and deliver virtual training sessions that shorten time-to-value.
• • Champion a customer-first culture by sharing win stories, best practices, and voice-of-customer insights in monthly retrospectives that shape company strategy.
• • Work remotely from São Paulo, operating 9:00 AM–5:00 PM EST to guarantee real-time coverage for U.S.-based clients while enjoying the flexibility of a fully distributed team.
• • Contribute to 1840 & Company’s mission of connecting world-class talent with forward-thinking businesses, helping clients scale faster and smarter across 150+ countries.