HubSpot Support Specialist

at  Go2Africa PTY LTD

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.

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.

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.