Customer Support Specialist

We are hiring a Customer Service Representative to own the day to day support queue in HubSpot Service Hub — the front line for customer questions, order and RMA status, and general account issues. This role works side by side with the HubSpot Administrator & Revenue Operations Lead, who owns how the system is built; this person owns using it well every day — keeping tickets moving, SLAs met, and customer interactions logged cleanly so the data behind the scenes stays trustworthy.

Duties and Responsibilities

• Ticket queue management — triage, respond to, and resolve inbound customer service tickets in HubSpot Service Hub, prioritizing by urgency and customer impact.
• SLA performance — meeting first-response and resolution-time targets on every ticket; flagging and escalating anything at risk of breaching before it does.
• Core customer service tasks — order status inquiries, RMA/return requests, shipping and account questions — routing anything outside scope to the right team (sales, operations, technical support).
• HubSpot ticket hygiene — logging every interaction, keeping ticket properties and status current, and tagging consistently so support reporting rolls up cleanly.
• Knowledge base upkeep — maintaining canned responses, snippets, and help content in HubSpot so answers stay accurate and consistent across the tea