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HubSpot Support Specialist

  • Hybrid
    • Cape Town, Western Cape, South Africa
  • NawiriGroup SA

Job description

ABOUT US

Nawiri Group operates a portfolio of leading responsible travel companies and is a core partner of impact organisations and initiatives in some of the greatest, globally important natural wilderness areas on the African continent. Our roots date back to the nineties when some of the companies within Nawiri Group were first established. Across various brands, we employ more than 1,100 people and have a footprint of 20 camps and lodges in Kenya and Tanzania and commercial and support offices in multiple countries.


Our commitment to making a positive impact in the wilderness areas and local communities where we operate has earned us international recognition, including our first B-Corp certification, the first in Africa, over a decade ago.


As a certified B Corp, Nawiri Group and its multi award winning companies are deeply committed to the well-being of natural ecosystems and local communities. We have ambitious growth plans and are expanding our operational, commercial, analytical and technology capabilities to enable the further scaling of both our guest experiences and travel offerings as well as our positive impact activities in the region.


WHY SHOULD YOU WORK FOR US? 

  • Become a part of a purpose-driven company, a certified B Corporation, which harnesses the power of business for the greater good.

  • Join a group that has been consistently pioneering and innovating at the frontier of responsible travel.

  • Through your day-to-day work achieve meaningful impact both on the business, customers and our foundation.

  • Enjoy the flexibility of a hybrid working arrangement to get the most out of your working hours. Combine work in one of the Nawiri Group offices, located in the picturesque cities of Cape Town, Nairobi, Arusha, and London, with the option of remote work.

  • Collaborate with outstanding coworkers and teams who strive for excellence.


ROLE SUMMARY

We are seeking a highly motivated and detail-oriented individual to join our team as a HubSpot Support Specialist. In this role, you will be responsible for handling day-to-day support queries related to HubSpot, a comprehensive inbound marketing and sales software platform. Your primary focus will be to ensure our internal users have a seamless experience with HubSpot by providing timely and effective support, troubleshooting issues, and offering guidance on best practices.


KEY RESPONSIBILITIES

  • Respond to enquiries and support requests from internal stakeholders regarding HubSpot functionality, features, and usage via various channels including email, chat, and ticketing systems.

  • Diagnose and resolve technical issues related to HubSpot configuration, integrations, and functionality promptly, escalating complex issues to appropriate teams when necessary.

  • Proactively identify opportunities to educate users on how to maximize the benefits of HubSpot, including providing guidance on best practices, conducting training sessions, and creating documentation.

  • Contribute to the development and maintenance of a comprehensive knowledge base containing troubleshooting guides, FAQs, and other resources to empower users to self-serve when possible.

  • Work closely with cross-functional teams including marketing, sales, and IT to ensure alignment on HubSpot usage, integrations, and support processes.

  • Create, format and maintain custom reports in Excel to track key performance areas.

  • Monitor HubSpot system performance and proactively identify and address any issues that may impact user experience or productivity.

  • Stay informed about new features, updates, and best practices in HubSpot and related technologies to continuously improve support services.

Job requirements

QUALIFICATIONS

  • Bachelor’s degree in Marketing, Business Administration, Information Technology, or related field.

SKILLS AND EXPERIENCE

  • Minimum of 2 years’ experience in a customer support or technical support role, preferably in a SaaS environment.

  • Knowledge of HubSpot platform functionality, including CRM, marketing automation, and sales tools or other CRM systems.

  • Strong problem-solving skills with the ability to troubleshoot technical issues independently.

  • Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts clearly and concisely.

  • Strong proficiency in MS Excel.

  • Ability to prioritize and manage multiple tasks simultaneously in a fast-paced environment.

  • Experience working with ticketing systems and knowledge base software.

  • HubSpot certification(s) is advantageous.

ATTRIBUTES AND BEHAVIOURS

  • Eagerness to learn and adapt to new technologies

  • Resilient and a self-starter

  • Detail-oriented with a focus on accuracy

  • Adapting and responding to change

  • Highly organised & able to multi-task

  • Critical thinking and the ability to make data-driven decisions

COMPETENCIES

  • Deciding and initiating action

  • Planning and organising

  • Working with people

  • Exceptional written and verbal communication skills

  • Good listening skills

  • Learning and researching

  • Delivering results and meeting customer expectations

  • Adapting and responding to change

  • Working in an asynchronous manner

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