• Respond to customer inquiries via phone, email, and chat in a professional and friendly manner. • Assist customers with product information, order concerns, and technical support. • Resolve customer complaints efficiently and escalate more complex issues as needed. • Provide clear and effective solutions to ensure customer satisfaction. • Keep accurate records of customer interactions in the CRM system.

• Handle customer inquiries via phone, email, and chat • Provide accurate and timely support for product- and service-related questions • Troubleshoot and resolve customer issues effectively • Ensure customer satisfaction by delivering professional and friendly service • Collaborate with internal teams to enhance the overall customer experience

• Handle customer inquiries via phone, email, and chat in a professional and timely manner. • Provide accurate information about products and services while ensuring high levels of customer satisfaction. • Assist customers with troubleshooting, issue resolution, and technical support. • Escalate complex cases to relevant departments as needed. • Maintain accurate records of customer interactions in the CRM system. • Strive to exceed customer expectations and meet performance metrics.

Role Description - Serve as an administrator for the company's CRM platforms (HubSpot and Salesforce) - Configure and maintain CRM objects, properties, workflows, automation, and pipelines - Manage user roles, permissions, and security settings within the CRM - Ensure data integrity through deduplication, validation rules, and standardized data entry processes - Administer and maintain the broader revenue and business technology stack, including marketing automation, sales engagement, support/ticketing, and analytics platforms - Manage integrations between platforms using native connectors, APIs, or iPaaS solutions (e.g., Zapier, Workato, Boomi) - Develop and enforce data governance policies across all systems - Develop training materials, guides, and SOPs for end users across departments - Manage SSO, two-factor authentication, and access controls across platforms - Conduct periodic access reviews and security audits Qualifications - 3–5+ years of experience in CRM administration (HubSpot, Salesforce, or similar) - Proven experience managing a SaaS technology stack in a B2B environment - Strong understanding of APIs, webhooks, and integration platforms (Zapier, Workato, etc.) - Experience with data management, migration, and hygiene best practices - Proficiency in building reports, dashboards, and workflow automation - Excellent problem-solving skills and attention to detail - Strong communication and project management skills - Ability to work cross-functionally with Sales, Marketing, CS, and IT teams Company Description AppDirect is the only end-to-end commerce platform for selling, distributing, and managing cloud-based products and services to succeed in the digital economy. The AppDirect ecosystem connects channels, developers, and customers through its platform to simplify the digital supply chain by enabling the onboarding and sale of products with third-party services, for any channel, on any device, with support. Powering millions of cloud subscriptions worldwide, AppDirect helps organizations, including Jaguar Land Rover, Comcast, ADP, and Deutsche Telekom connect their customers to the solutions they need to reach their full potential in the digital economy. We believe that the unique contributions of all AppDirectors is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: link . At AppDirect, AI tools may assist our recruitment team with administrative automations — always under human oversight. AI tools do not make hiring decisions or solely automated decisions about your candidacy – all decisions are made by our people. By submitting your application, you acknowledge that your information may be processed in this way. You may request access or deletion at any time by contacting privacy@appdirect.com.