Overview

Responsibilities:
  • Lead and develop our Customer Support team (email, chat, phone)
  • Own HubSpot Service Hub (SLAs, ticket types, workflows, routing, macros) Improve CSAT, response times and agent performance through clear processes & QA
  • Build automation and partner on AI-powered support tools (auto replies, classification, knowledge suggestions) Manage and expand our knowledge base (help articles, guides, FAQs, videos)
  • Capture customer feedback, objections and trends; deliver monthly Voice of Customer insights
  • Work with CRM/Lifecycle to collect customer attributes (industry, use case, goals) and enrich HubSpot profiles
  • Support review generation (Trustpilot, G2) and handle complaint resolution
  • Partner closely with Product, Prepress/Design and Operations to minimize errors and improve customer experience
Nice To Have:
  • Bonus: Experience in printing / signage / customized products, prepress familiarity or AI-driven support tools
Required Qualifications:
  • 4+ years in Customer Support leadership (e-commerce or SaaS preferred)
  • Strong experience with HubSpot Service Hub or similar helpdesk/CRM
  • Skilled in building SLAs, processes, routing structures and automations
  • Experience running QA programs and coaching agents to improve quality
  • Data-driven mindset; comfortable with dashboards, trends and KPIs
  • Strong communicator; able to collaborate across Product, Marketing, CRM and Operations
  • Night shift flexibility (19:00–03:30) and strong commitment to working in-office during those hours
Note:

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