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HubSpot // software for inbound marketing & sales
 
Cambridge, MA, USA    Posted: Tuesday, December 03, 2019
 
   
 
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JOB DETAILS
 

Our Customer Support Team is the heart & soul of our business. Their mission is to solve for our global customers & strive to make the customer service experience a bit more human. Support is both a community of folks who are passionate about software & technology as well as an incubator for many HubSpotters who later move into other roles in our organization.

The Support Learning Partner role is an opportunity to design & execute on learning interventions that solve unique business challenges for the Support organization.

In this role, youll get to:

  • Immerse yourself in the Support organization by listening & observing them day to day using methods such as focus groups, job shadowing, & empathy interviews
  • Identify metrics to inform needs, goals & what success looks like for Support L&D across the employee lifecycle
  • Partner with frontline managers & directors to inform priorities
  • Partner with Enablement teams, HRBPs & recruiters to keep aligned & take advantage of all available resources (strength in numbers)
  • Work with the Professional Development Program Manager to understand overall DI&B & Culture priorities & determine how they translate for Support
  • Partner with designers, data analyst & facilitators to execute on the work
  • Consistently audit quality of all materials & programming & ensure they are iterated upon
  • Be a student of the business they are supporting & keep informed on changes & business strategy
  • Champion L&D initiatives & programming adoption within Support (ie through marketing)
  • Advocate for Support needs within L&D

One of the first challenges for this person to solve is the Support on-boarding experience -The goals of the Support on-boarding experience are to:

  • Enable all support reps to achieve 14 units of work per day within 4 months (ramp)
  • Enable new Support reps to train in the same environment they will work in
  • Respect the importance of autonomy for successful Support reps & prepares them to own their own learning & take initiative
  • Incorporate Customer Success, Support, & HubSpot values
  • Transition toward more self-paced content vs. ILT in order to scale
  • Create an inclusive environment for all learners regardless of location
  • Reduce Team Lead / Product Expert involvement in on-boarding

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. HubSpot is a place where everyone can grow. So however you identify & whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

About HubSpot

HubSpot helps millions of organizations grow better, & wed love to grow better with you. Our business builds the software & systems that power the worlds small to medium-sized businesses. Our company culture builds connections, careers, & employee growth. How? By creating a workplace that values flexibility, autonomy, & transparency. If that sounds like something youd like to be part of, wed love to hear from you.

You can find out more about our company culture in the HubSpotCulture Code, which has more than 4M views, & learn aboutour commitment to creating a diverse & inclusive workplace, too. Thanks to the work of every HubSpotter globally who has helped build our remarkable culture, HubSpot has been named a top workplace by Glassdoor, Fortune, Entrepreneur, & more.

HubSpot was founded in 2006. Were headquartered in Cambridge, Massachusetts, & we have offices in Dublin (Ireland), Sydney (Australia), New Hampshire, Singapore, Tokyo (Japan), Berlin (Germany), & Bogot (Colombia).

By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, & related purposes. HubSpot'sRecruiting Privacy Noticeexplains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, & the rights you can exercise over HubSpots use of your personal information.

 
 
 
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