HubSpot reviews

Oh boy, where so I start.. - There is no progression in Support. Most specialists have been in their role from 3-8 years. Any promotion that does happen on a rare occasion, seems to do more with favouritism as opposed to value and capability. - My manager focused on 1% of negative impact as opposed to 99% of positive impact. This honestly became so mentally exhausting as no matter what I did was ever good enough. - Anything you have to offer will be thrown in the bin. Any past experiences I wanted to translate into the role or any enthusiasm to expedite learning and progression was met with continuous shut downs by my manager. I eventually just gave up giving initiative and just stuck to doing the tasks I am paid for, no more and no less. - HubSpot will always side with a customer, devaluing you and your positive intentions. Even if the customer is objectively wrong and there is nothing you could have done, you will still be penalised and asked on what you could have done to make sure that interaction turned out differently. - HubSpot does not remove false Customer Satisfaction score given to Support reps. If the feedback is targeted at the product, or sold package, or lack of a feature, or difficulty of use, this CSAT entry will still stay on your personal record and won't be removed, affecting your monthly average. The management assures you that context is taken on board, but then those numbers are used against you in performance reviews. - Neutral CSAT responses carry the same weight as Negative CSAT responses, ultimately setting you up for a harder time. - HubSpot expects you to do free work. Once you reach your daily required quota too quickly because you became efficient, you are still expected to stay "available" for the remainder of the day. The reward for efficiency is more work. HubSpot will label you as in compliant, and will threaten you with PIP if you bring this up. So you learn to work slower with the customer just to keep it at your expected number. - This is a sink or swim job. If you are naturally adaptable you will manage, but if you learn new concepts a little slower you may struggle and potentially be kicked out after probation which has happened to 2 people (out of 4) from my starting cohort. - Closed support tickets have no end of life. Any customer can just reply to the previous email and just reopen a ticket that has been closed for weeks, making you do work that will not count towards your daily quota. - No allocated training days for new content. You are expected to go through the training material as part of your core activities. It didn't work for me as I just skimmed through it as I had to get back to dealing with customers. This made training content ineffective. - HubSpot expects you to accomplish a set number of cases each month. This means that the time off you can take is limited. You often have to think outside the box and take time off at the end of the month, running into the new month. - You are never given actionable advice to improve situations, performance or progression. You are never given a set of steps you need to take in order to achieve a result. It is always a surface level answer that sounds right but doesn't give anything of value. - Pay should be higher for what is actually expected.

There is a noticeable lack of clear leadership and direction, which often results in duplicated work across teams and projects that don’t seem to serve a meaningful purpose. Many employees appear more focused on internal visibility and self-promotion rather than driving customer impact or taking real ownership. Overall, the environment feels disorganized and misaligned, making it one of the more dysfunctional teams I’ve experienced. Big push to incorporate AI into the product this year without the infra to support it.