HubSpot Support Specialist

Duties Helpdesk & User Support

• Respond to support tickets and resolve user queries related to Hub Spot functionality, setup and troubleshooting
• Provide rapid support via helpdesk ticketing system, Slack and email
• Troubleshoot workflow automation, form configurations, and reporting issues
• Assist with configuring and optimizing Hub Spot workflows, automation and data structures where issues arise
• Handle level 1 integration troubleshooting and escalate complex integration issues to the Head of CRM
• Maintain documentation of issues, resolutions and best practices
• Escalate complex technical issues appropriately

• Deliver live training sessions and workshops for new and existing users
• Conduct on-site, in-person training at Johannesburg office locations when required (occasionally Cape town too)
• Create training materials including documentation, guides and how‑to articles tailored to different user groups
• Produce demo videos showcasing Hub Spot features and best practices
• Develop and maintain a knowledge base of FAQs, processes and troubleshooting guides
• Adapt training to different audiences and skill levels (sales, marketing, operations teams, B2C and B2B users)

• Manage user access, permissions and role assignments
• Create and optimize reports and dashboards for team visibility
• Monitor and improve data quality standards
• Make system optimizations and improvements within defined scope
• Support data hygiene across B2C and B2B pipelines

• Track and report on helpdesk metrics: common issues, resolution time, ticket volume and trends
• Identify recurring problems and areas for improvement across helpdesk, training effectiveness, and user workflows
• Provide insights to the Head of CRM on system health, adoption challenges and opportunities
• Recommend changes or optimizations to address user pain points
• Monitor feedback from users, training sessions, and adoption initiatives to inform improvements
• Highlight areas where process changes, automation, or additional training could improve efficiency

• Support team adoption of new Hub Spot features and process changes
• Communicate system updates and new capabilities to end users
• Act as the bridge between internal teams and the Head of CRM on operational needs
• Help key stakeholders (sales, marketing, operations leadership) understand Hub Spot capabilities and how to use them effectively

• Hub Spot Certification (Sales, Marketing, or Service Hub)
• At least 2+ years of CRM or technical support experience
• Strong understanding of Hub Spot functionality (workflows, automation, reporting, data management, custom fields)
• Proven experience resolving technical issues in a support role with a ticketing system
• Experience creating training materials and teaching others technical concepts
• Experience with B2B and/or B2C sales and marketing workflows preferred
• Comfortable with video creation tools or willingness to learn quickly
• Hub Spot configuration, workflows, automation, reporting, data management, custom fields and properties, CRM administration, level 1 integration troubleshooting.
• Clear written and verbal communication, training delivery, presentation skills, stakeholder management.
• Strong problem‑solving and analytical mindset. Systematic troubleshooting, root cause analysis, creative solution‑finding.
• Video production, documentation writing, knowledge base development.
• Empathy, patience, responsiveness, issue resolution. Customer‑focused attitude with genuine desire to help others succeed.
• Ability to track and interpret support metrics, identify trends and make recommendations.
• Comfortable working both independently and as part of a team.
• Attention to detail and ability to maintain accurate documentation.