Jobs 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.
• *This position is based in Cape Town.

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.

Interests:                        

• A passion for wildlife and a commitment to sustainability and conservation.

 Closing Date 01 November 2026

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PRIMARY PURPOSE

• The role involves driving East Africa 3rd party products & destinations in order to grow the DMC offering in line with our business strategy as well as to contribute to the initiation, growth & development of FIT, Groups, and Owned Brands. 
• Coordinating and developing relationships between the Sales team, Reservation Managers, Operations Reservation Managers, Travel Designers, and 3rd party suppliers.
• Clearly defining strategic preferred and other suppliers and building strong relationships with key suppliers by arranging regular meetings, attending online and physical trade shows. 
• The successful incumbent will need to be a strategic thinker with a passion for driving business growth and have a strong background in the travel industry.
• This position is based in Johannesburg.

Detailed Responsibilities

Communication

• Communicate and share information with various divisions and travel shops.
• Investigate, source, review, and compile information for special interest products and new products.
• Assist with the planning and coordination of Fam Trips, presentations, and workshops together with Product Coordinators.
• Collaborate with the training department to develop destination and product updates.
• Monitor industry trends and competitor offerings to ensure our products remain competitive and innovative.
• Develop and maintain relationships with key stakeholders, suppliers, and partners.

Market Trends

• Analyze market trends and customer feedback to identify areas for improvement in our Destination Management Company (DMC) offering.
• Compare and analyze rates and products of competitors to ensure competitiveness in the market.
• Communicate findings and recommendations to Management for strategic decision-making.
• Monitor and report on progress towards AP strategy goals.
• Investigate and resolve queries, complaints, and comments from guests, agents, and staff members in collaboration with the Travel Analyst team.
• Continuously seek ways to enhance the DMC offering and improve customer satisfaction.

Rates

• Negotiate rates, margins, overrides, terms and conditions with 3rd party products for strategic and preferred categories at Wilderness Travel Shops.
• Clearly define strategic preferred and other suppliers, ensuring they align with the company’s goals and objectives.
• Build strong relationships with key suppliers by arranging regular meetings and attending online and physical trade shows.
• Monitor and track supplier performance, ensuring they meet agreed upon terms and conditions.
• Collaborate with internal teams to ensure supplier agreements are in line with company strategy and objectives.
• Provide regular updates and reports on supplier negotiations and performance to management.

Suppliers

• Update and maintain supplier information in the Wilderness Window system together with Product Coordinator.
• Work closely with the RARA department to ensure accurate rate loading and highlight any contractual changes.
• Vet all services to ensure they meet Wilderness guidelines for insurance coverage.
• Promote and develop circuits internally based on your assigned region.
• Participate in ad hoc supplier negotiations to ensure competitive rates and high-quality services.

Reporting

• Attend regular management meetings to discuss day-to-day issues, assisting in finding solutions and possible areas of strategic importance, constructive feedback and best practices across the Wilderness group.
• Collaborate with other departments to ensure seamless communication and guest experience.

CANDIDATE PROFILE

Experience:                    

• 7-10 years’ experience in the travel & tourism industry
• Exposure to suppliers in Southern & East Africa preferably in operations or in product development
• Experience in interaction with agents & suppliers
• Personal or educational travel experience
• Working knowledge of TourPlan, Wilderness Window and WISH or similar booking/operating system
• Proven track record of driving sales and revenue growth
• Personal or educational travel experience
• Ability to negotiate contracts with suppliers and agents
• Must have a valid passport
• Must have a valid driver’s license & own personal vehicle

Skills:           

• Knowledge of travel industry trends and best practices
• Experience with information gathering, analysis, and reporting
• Proficiency in MS Office, particularly Word, Excel, PowerPoint AI tools
• Ability to work independently and as part of a team
• Strong organizational skills and attention to detail
• Excellent communication and presentation abilities
• Knowledge of the travel industry and DMC operations is a plus
• Ability to build and maintain relationships with internal and external stakeholders

Interests:                        

• A passion for wildlife and a commitment to sustainability and conservation.

Closing Date 30 October 2026