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 team.
• Cross-team coordination —partnering with the HubSpot Administrator & Revenue Operations Lead on ticket pipeline and property changes, and with sales/OEM contacts on customer escalations.

• Customer service experience —prior experience handling support tickets or customer inquiries; ticketing system experience (HubSpot Service Hub, Zendesk, Freshdesk, or similar) is a plus.
• Clear communication —writes clean, professional, empathetic responses; comfortable on the phone and in writing.
• Attention to detail —accurate, consistent data entry — tickets logged and tagged the same way every time.
• Organization under volume —can manage a full queue of open tickets across multiple priorities without things falling through the cracks.
• HubSpot comfort —willing and able to learn HubSpot Service Hub quickly; prior CRM/ticketing tool experience helps but isn't required.
• Team fit —thrives in a lean, 36-person company; comfortable being the first point of contact for customers and looping in the right person fast.

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

• Permanent remote work flexibility
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.

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