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.