Manager, Product Expert Team

Job Description

The Product Expert (PE) team is a mechanism for improving the customer experience with the HubSpot product. They accomplish this by championing customer issues to speed up resolution, enabling and informing the Customer Success organization, and influencing our product roadmap. PEs command a broad and comprehensive understanding of the HubSpot product which they use to solve technical problems and to support teams across HubSpot.

As a PE Manager, you will coach a team of 10+ PEs on best practices for efficiently resolving and championing customer issues between Support, Product, and Engineering. Successful PE Managers help their team develop strong communication and feedback skills. You will also provide guidance to PEs on how to enable teams across HubSpot to better troubleshoot and solve customer issues with our product. And, you will coach your team to leverage relationships across HubSpot to build programs that further improve the product and experience we deliver our customers.

In this role you will:

• Own the hiring, training, and staffing of a high-performing PE team
• Manage processes and nurture a team culture that prioritizes the needs of our customers, and consistently meet SLAs and other KPIs
• Coach PEs on prioritization, time management, and delivering the most valuable and tangible results to our customers and our business
• Coach PEs on building relationships with stakeholders and cross-functional partnerships (i.e. Product Managers, Designers, Tech Leads), providing both the motivation and means for stakeholders to help make the product experience lighter, faster, and easier
• Provide guidance to PEs on identifying and tackling opportunities for personal growth and development in their career
• Collaborate with peers within the broader Support team (i.e., Support management, Team Operations) to contribute to Support’s overall success (i.e., Training, Feedback, Talent development)
• Align and drive the PE team around a clear vision, strategy, and goals, and lead by example on accountability and communication concerning progress and achievements

The Ideal Candidate

• Has experience developing and managing high-performing teams. Experience working in Customer Support/Success is a bonus.
• Has experience working with highly technical teams and quickly acquiring technical knowledge when required
• Has a strong track record of utilizing coaching techniques to elevate skill level and professional development for a diverse set of individuals
• Values designing and developing software with a focus on usability and user experience
• Understands how to operate with a customer-centric mindset, while working through business challenges and limitations
• Can build relationships and collaborate with individuals from different parts of the business to drive results for our customers

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 and 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, and we’d love to grow better with you. Our business builds the software and systems that power the world’s small to medium-sized businesses. Our company culture builds connections, careers, and employee growth. How? By creating a workplace that values flexibility, autonomy, and transparency. If that sounds like something you’d like to be part of, we’d love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code , which has more than 4M views, and learn about our commitment to creating a diverse and 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, and more.

HubSpot was founded in 2006. We’re headquartered in Cambridge, Massachusetts, and we have offices in Dublin (Ireland), Sydney (Australia), New Hampshire, Singapore, Tokyo (Japan), Berlin (Germany), and Bogotá (Colombia).

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