• Deliver exceptional customer support across multiple channels including **live chat, email, and social media platforms,** ensuring timely and professional responses • Maintain **First Contact Resolution (FCR)** excellence by providing accurate, complete solutions that resolve customer inquiries on initial contact • Ensure all customer communications strictly adhere to the company's **Tone of Voice** guidelines and brand standards, creating consistent and on-brand customer experiences • Provide responses that are accurate, compliant with company policies, and aligned with current procedures and **quality guidelines** • Proactively identify and escalate complex cases or emerging issues to appropriate teams, demonstrating sound judgment and problem-solving skills • Take full **ownership** of assigned support cases from initial contact through resolution, maintaining accountability for customer satisfaction • Manage and execute **individual** support operations **projects**, including process improvements, documentation updates, and quality initiatives • Maintain detailed and accurate case documentation in CRM systems, ensuring complete audit trails for all customer interactions • Collaborate cross-functionally with Product, Operations, and Quality Assurance teams to communicate customer feedback and contribute to service improvements • Meet and exceed key performance indicators **(KPIs)** including response time, resolution time, customer satisfaction scores **(CSAT)**, and quality assurance **(QA)** metrics • Stay current with product knowledge, policy updates, and industry best practices through ongoing training and self-directed learning • Contribute to knowledge base development by identifying gaps and creating clear, **helpful documentation** for both customers and team members • Participate in team meetings, **provide** **constructive feedback**, and support continuous improvement initiatives within the support organization.

Role Description We are looking for a highly skilled HubSpot CRM Expert who will take ownership of the company's existing HubSpot environment and help maximize its capabilities. This role is ideal for someone who has extensive hands-on experience managing HubSpot, building scalable automations, maintaining CRM data integrity, and developing meaningful reporting dashboards that drive business decisions. Rather than implementing HubSpot from scratch, your focus will be on reviewing the current setup, identifying opportunities for improvement, implementing best practices, and ensuring the business gets the most value from its CRM investment. Key Responsibilities: - Manage, maintain, and optimize the company's existing HubSpot CRM environment - Review current CRM setup and identify opportunities to improve efficiency and user adoption - Design, build, and optimize HubSpot workflows and automations - Streamline business processes by reducing manual tasks through automation - Maintain CRM data quality, ensuring contacts, companies, deals, and pipelines remain accurate and organized - Develop and maintain dashboards and reports that provide meaningful business insights - Monitor CRM performance and recommend improvements based on best practices - Collaborate with internal stakeholders to understand operational needs and implement CRM solutions - Troubleshoot HubSpot-related issues and continuously improve system performance - Stay up to date with new HubSpot features and recommend enhancements that benefit the business Qualifications - Minimum 3 years of hands-on experience managing HubSpot CRM - Strong experience building HubSpot workflows and automations - Experience managing CRM data, pipelines, custom properties, and lifecycle stages - Strong understanding of CRM best practices and business process optimization - Experience creating HubSpot dashboards, reports, and analytics - Excellent attention to detail with strong data management skills - Strong analytical and problem-solving abilities - Excellent written and verbal English communication skills - Able to work independently while collaborating effectively with remote teams Requirements - Nice to Have: - HubSpot Certifications (Sales Hub, Marketing Hub, Service Hub, Operations Hub, CRM Implementation, etc.) - Experience integrating HubSpot with third-party platforms using Zapier, Make, APIs, or native integrations - Experience supporting Sales, Marketing, or Customer Success teams - Experience working with Australian or international businesses Work Arrangement & Expectations This is a remote role that will be set up as an independent contractor engagement. To ensure alignment and transparency, successful candidates will be expected to: - Disclose any existing ongoing roles or client work - Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)

• Respond Quickly: Handle incoming tickets promptly, delivering clear and concise solutions to common customer inquiries. • Foster Positive Interactions: Communicate with professionalism, empathy, and friendliness to ensure customers feel valued and supported. • Triage Effectively: Identify which issues can be resolved immediately and which require escalation to Level 2 support. • Collaborate Proactively: Work with teammates to ensure a seamless hand-off for more complex technical issues. • Support Knowledge Sharing: Contribute to our knowledge base and improve saved replies to enhance efficiency and consistency.** • Ticket Management: Use our support tool (currently Plain) to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses. • Customer Support: Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution while being prepared to handle complex or challenging cases. • Bug Reporting and Feature Requests: Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions or improvements. • Escalation Management: Escalating complex technical issues or bug reports to Level 2 support or the engineering team. • Team Collaboration: Work closely with teammates to resolve intricate customer issues and foster a supportive team environment. • Knowledge Sharing: Contribute to and utilize our knowledge base and saved replies to ensure consistent and high-quality support. • Multichannel Support: While email is our primary channel, be adaptable to future support methods, including chat and phone support.

• Maintain a professional and friendly attitude towards customers at all times • Communicate with customers through various mediums, including in-person, phone, and web • Build relationships with customers to ensure their satisfaction • Provide prompt responses to customer inquiries and complaints, assisting to solve issues • Maintain records of customer interactions, including sales, comments, and complaints • Process orders and forms as needed • Keep up-to-date on company offerings to ensure clients get the best products