HubSpot Customer Service Specialist
The HubSpot Customer Service Specialist is responsible for supporting customers through HubSpot’s Service Hub by managing tickets, responding to inquiries, resolving issues, and ensuring a high-quality customer experience across all support channels. This role requires strong platform knowledge, clear communication, and the ability to work efficiently within defined workflows and SLAs.
Customer Service Responsibilities
- Manage and respond to customer support tickets within HubSpot Service Hub
- Communicate with customers via email, live chat, and support inboxes
- Troubleshoot and resolve customer issues, escalating when appropriate
- Maintain accurate ticket statuses, notes, and customer records
- Follow established SLAs, workflows, and support processes
- Identify recurring issues and flag trends to internal teams
- Collaborate with Marketing, Product, and Operations teams as needed
- Update knowledge base articles and internal documentation
- Ensure all customer interactions meet brand and quality standards
- Assist with onboarding, account questions, and general platform guidance
- B2B Data Entry & Reporting
- Perform accurate and consistent B2B data entry within HubSpot, including companies, contacts, deals, tickets, and custom objects
- Maintain data integrity by standardizing fields, enforcing naming conventions, and validating required properties
- Import, clean, deduplicate, and update large datasets using HubSpot tools and CSV workflows
- Manage and maintain custom properties to support reporting, segmentation, and lifecycle tracking
- Build and maintain dashboards and reports to support leadership, sales, marketing, and customer service teams
- Track KPIs related to pipeline performance, ticket resolution, SLAs, onboarding progress, and customer health
- Support B2B reporting needs including account-level views, deal stages, revenue tracking, and trend analysis
- Identify data gaps, inconsistencies, or reporting issues and proactively recommend improvements
- Collaborate with cross-functional teams to ensure CRM data aligns with operational workflows and business goals
- Document data standards, reporting logic, and processes to ensure consistency and scalability
Required Skills & Qualifications
- Hands-on experience using HubSpot Service Hub
- Strong written and verbal communication skills
- Experience working in a ticket-based support environment
- Ability to prioritize and manage multiple requests simultaneously
- High attention to detail and process adherence
- Customer-first mindset with problem-solving skills
- Comfortable working with CRM data and workflows