Matthew Gaw

Manager, Customer Support @HubSpot

Manage the day-to-day team operations, set goals, drive team accountability and provide insights that create a better experience for our teams and customers Help people grow through competency based coaching and development to achieve performance and career goals Support and direct new and experienced Customer support specialists to meet the needs of our growing customer base Drive accountability for the team performance in line with organizational goals Analyze customer data to make informed decisions about changes to the team, programming, shift scheduling, staffing, etc. Drive the partnership with recruiting and internal teams to recruit, hire, and train new team members. Build a diverse and inclusive environment through all stages of the employee lifecycle Manage customer escalations to create positive interactions and outcomes Collaborate with internal stakeholders on process improvement & software usability patterns Project manage change strategies that help our customers Grow Better and enable our teams to work better