HubSpot Support Specialist at Wilderness

PRIMARY PURPOSE

• We’re looking for a HubSpot Support Specialist to be the go-to expert for our internal teams using HubSpot across our B2C and B2B operations.
• You’ll combine hands-on technical support with training and enablement, creating a seamless experience that helps teams get the most from the platform.
• This role is perfect for someone who loves solving problems, explaining complex systems simply, and building processes that stick. You’ll split your time between helpdesk support, creating training materials and demo videos, making system optimizations, providing in-person guidance, and working with key stakeholders to continuously improve how HubSpot serves the business.

Detailed Responsibilities

Helpdesk & User Support

• Respond to support tickets and resolve user queries related to HubSpot functionality, setup and troubleshooting
• Provide rapid support via helpdesk ticketing system, Slack and email
• Troubleshoot workflow automation, form configurations, and reporting issues
• Assist with configuring and optimizing HubSpot workflows, automation and data structures where issues arise
• Handle level 1 integration troubleshooting and escalate complex integration issues to the Head of CRM
• Maintain documentation of issues, resolutions and best practices
• Escalate complex technical issues appropriately

Training & Content Creation

• Deliver live training sessions and workshops for new and existing users
• Conduct on-site, in-person training at Johannesburg office locations when required (occasionally Cape town too)
• Create training materials including documentation, guides and how-to articles tailored to different user groups
• Produce demo videos showcasing HubSpot features and best practices
• Develop and maintain a knowledge base of FAQs, processes and troubleshooting guides
• Adapt training to different audiences and skill levels (sales, marketing, operations teams, B2C and B2B users)

System Administration & Configuration

• Manage user access, permissions and role assignments
• Create and optimize reports and dashboards for team visibility
• Monitor and improve data quality standards
• Make system optimizations and improvements within defined scope
• Support data hygiene across B2C and B2B pipelines

Analytics, Reporting & Continuous Improvement

• Track and report on helpdesk metrics: common issues, resolution time, ticket volume and trends
• Identify recurring problems and areas for improvement across helpdesk, training effectiveness, and user workflows
• Provide insights to the Head of CRM on system health, adoption challenges and opportunities
• Recommend changes or optimizations to address user pain points
• Monitor feedback from users, training sessions, and adoption initiatives to inform improvements
• Highlight areas where process changes, automation, or additional training could improve efficiency

Adoption & Change Management

• Support team adoption of new HubSpot features and process changes
• Communicate system updates and new capabilities to end users
• Act as the bridge between internal teams and the Head of CRM on operational needs
• Help key stakeholders (sales, marketing, operations leadership) understand HubSpot capabilities and how to use them effectively

CANDIDATE PROFILE

Qualification:

• HubSpot Certification (Sales, Marketing, or Service Hub)

Experience:                    

• 2+ years of CRM or technical support experience
• Strong understanding of HubSpot functionality (workflows, automation, reporting, data management, custom fields)
• Proven experience resolving technical issues in a support role with a ticketing system
• Experience creating training materials and teaching others technical concepts
• Experience with B2B and/or B2C sales and marketing workflows preferred                              
• Comfortable with video creation tools or willingness to learn quickly

Skills:           

• HubSpot configuration, workflows, automation, reporting, data management, custom fields and properties, CRM administration, level 1 integration troubleshooting.
• Clear written and verbal communication, training delivery, presentation skills, stakeholder management.
• Strong problem-solving and analytical mindset. Systematic troubleshooting, root cause analysis, creative solution-finding.
• Video production, documentation writing, knowledge base development.
• Empathy, patience, responsiveness, issue resolution. Customer-focused attitude with genuine desire to help others succeed.
• Ability to track and interpret support metrics, identify trends and make recommendations.
• Comfortable working both independently and as part of a team.
• Attention to detail and ability to maintain accurate documentation.