We are hiring a Customer Service Representative to own the day to day support queue in HubSpot Service Hub — the front line for customer questions, order and RMA status, and general account issues. This role works side by side with the HubSpot Administrator & Revenue Operations Lead, who owns how the system is built; this person owns using it well every day — keeping tickets moving, SLAs met, and customer interactions logged cleanly so the data behind the scenes stays trustworthy.
Duties and Responsibilities
•
Ticket queue management — triage, respond to, and resolve inbound customer service tickets in HubSpot Service Hub, prioritizing by urgency and customer impact.
•
SLA performance — meeting first-response and resolution-time targets on every ticket; flagging and escalating anything at risk of breaching before it does.
•
Core customer service tasks — order status inquiries, RMA/return requests, shipping and account questions — routing anything outside scope to the right team (sales, operations, technical support).
•
HubSpot ticket hygiene — logging every interaction, keeping ticket properties and status current, and tagging consistently so support reporting rolls up cleanly.
•
Knowledge base upkeep — maintaining canned responses, snippets, and help content in HubSpot so answers stay accurate and consistent across the team.
•
Cross-team coordination — partnering with the HubSpot Administrator & Revenue Operations Lead on ticket pipeline and property changes, and with sales/OEM contacts on customer escalations.
Requirements
•
Customer service experience — prior experience handling support tickets or customer inquiries; ticketing system experience (HubSpot Service Hub, Zendesk, Freshdesk, or similar) is a plus.
•
Clear communication — writes clean, professional, empathetic responses; comfortable on the phone and in writing.
•
Attention to detail — accurate, consistent data entry — tickets logged and tagged the same way every time.
•
Organization under volume — can manage a full queue of open tickets across multiple priorities without things falling through the cracks.
•
HubSpot comfort — willing and able to learn HubSpot Service Hub quickly; prior CRM/ticketing tool experience helps but isn't required.
•
Team fit — thrives in a lean, 36-person company; comfortable being the first point of contact for customers and looping in the right person fast.
Benefits
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
• Permanent remote work flexibility
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth
At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.
Learn More
Stay updated on open roles and industry insights.
Follow us on:
• Instagram
• Facebook
• LinkedIn
• YouTube
• Visit our website:
Tune in to our What Worked podcast
Check out What Worked podcast, hosted by our founders, Mike and Tyler, featuring conversations with business executives and founders—including some of our clients.
Originally posted on Himalayas
We are hiring a Customer Service Representative to own the day to day support queue in HubSpot Service Hub — the front line for customer questions, order and RMA status, and general account issues. This role works side by side with the HubSpot Administrator & Revenue Operations Lead, who owns how the system is built; this person owns using it well every day — keeping tickets moving, SLAs met, and customer interactions logged cleanly so the data behind the scenes stays trustworthy.
Duties and Responsibilities
•
Ticket queue management — triage, respond to, and resolve inbound customer service tickets in HubSpot Service Hub, prioritizing by urgency and customer impact.
•
SLA performance — meeting first-response and resolution-time targets on every ticket; flagging and escalating anything at risk of breaching before it does.
•
Core customer service tasks — order status inquiries, RMA/return requests, shipping and account questions — routing anything outside scope to the right team (sales, operations, technical support).
•
HubSpot ticket hygiene — logging every interaction, keeping ticket properties and status current, and tagging consistently so support reporting rolls up cleanly.
•
Knowledge base upkeep — maintaining canned responses, snippets, and help content in HubSpot so answers stay accurate and consistent across the team.
•
Cross-team coordination — partnering with the HubSpot Administrator & Revenue Operations Lead on ticket pipeline and property changes, and with sales/OEM contacts on customer escalations.
Requirements
•
Customer service experience — prior experience handling support tickets or customer inquiries; ticketing system experience (HubSpot Service Hub, Zendesk, Freshdesk, or similar) is a plus.
•
Clear communication — writes clean, professional, empathetic responses; comfortable on the phone and in writing.
•
Attention to detail — accurate, consistent data entry — tickets logged and tagged the same way every time.
•
Organization under volume — can manage a full queue of open tickets across multiple priorities without things falling through the cracks.
•
HubSpot comfort — willing and able to learn HubSpot Service Hub quickly; prior CRM/ticketing tool experience helps but isn't required.
•
Team fit — thrives in a lean, 36-person company; comfortable being the first point of contact for customers and looping in the right person fast.
Benefits
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
• Permanent remote work flexibility
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth
At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.
Learn More
Stay updated on open roles and industry insights.
Follow us on:
• Instagram
• Facebook
• LinkedIn
• YouTube
• Visit our website:
Tune in to our What Worked podcast
Check out What Worked podcast, hosted by our founders, Mike and Tyler, featuring conversations with business executives and founders—including some of our clients.
Originally posted on Himalayas