Head of Support | HubSpot Service Hub & Outsourced Support (BPO) | Global Events Payments Platform Building Support From Scratch
Support here runs young. It's outsourced, it covers seven days a week from 10am to midnight, and right now nobody owns it end to end. That's the gap you're stepping into.
The company is an events technology platform. It handles point-of-sale and payments for festivals, venues and live events, and it's trusted by organisers across multiple countries. Peak season means real volume, real pressure and cashless transactions that simply cannot go down mid-event. Y ou'll report to the VP of Operations and build the support function from the ground up: the SLAs, the training, the knowledge base, the escalation paths and the tooling behind all of it.
Day to day, you'll own service performance across phone, email, chat and WhatsApp, including a 60-second first response target and priority-based SLAs for High, Medium and Low issues. You'll manage the outsourced partner as an extension of your own team: setting goals, running QA, holding them to the supplier agreement, and forecasting rotas for cost-efficient cover across the full 7-day window, including weekend on-call for urgent escalations. You'll configure HubSpot Service Hub yourself (SLA rules, routing, CSAT, dashboards, workflows), design the escalation matrix from first line through to Product and Finance, and work closely with other teams so tickets land with the right specialists fast.
Non-Negotiables
What You'll Work With
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Why Join / Projects
This isn't inheriting someone else's playbook. The support function doesn't exist yet in its final form, so the SLAs, the knowledge base, the QA process with the outsourced partner and the HubSpot build are all yours to shape. You'll sit close to Product too: recurring issues you flag here feed straight into what gets fixed next, and you'll lead the support response whenever an incident hits during a live event. If you want to build something from scratch rather than maintain what's already there, this is that role.
Head of Support | HubSpot Service Hub & Outsourced Support (BPO) | Global Events Payments Platform Building Support From Scratch
Head of Support • London Area, United Kingdom, United Kingdom
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