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      Can’t hold back from writing this review anymore - Customer Support Specialist HubSpot Employee Review

      2.0
      28 May 2025
      Customer support specialist
      Recommend
      CEO approval
      Business outlook

      Pros

      Good healthcare benefit for now Nice colleagues (suffering together)

      Cons

      As someone in their second to third year at HubSpot in a support role, it’s difficult to share this, especially knowing how quickly certain internal criticisms have been removed from Glassdoor recently. However, I believe it's important that varied perspectives are preserved, not just the overwhelmingly positive ones. There’s been growing unease among the frontline team. Many of us have noticed that middle management seems increasingly uncertain in direction, particularly as the company leans heavily into AI adoption. Public posts from leadership emphasize tracking internal AI usage, and this focus has translated into a visible push toward automation — particularly in support — with high AI deflection rates and fewer backfills for open roles. The message this sends is clear: natural attrition is being used to reduce headcount quietly. Regionally, especially in offices like Singapore, leadership often appears disconnected from what motivates the team. For instance, initiatives like mandatory camera-on policies have been positioned as morale boosters, but they come across as surface-level solutions to deeper engagement issues. It’s hard to ignore that some of these actions may be driven more by job security concerns than by actual team needs. Many of us still care deeply about the culture here — which is why it’s disappointing to see valid, constructive feedback being taken down rather than heard.

      avatar
      HubSpot Response
      1y
      Thank you for taking the time to share your feedback. We want to clarify that employers cannot remove unfavorable reviews from Glassdoor, and we assure you that leadership values and considers all feedback —both positive and constructive. We recognize your concerns regarding the implementation of AI in support. Our goal is for every HubSpotter to become AI-fluent, empowering us to work more efficiently and effectively to support our customers. In line with that, we would love to discuss and understand the matters you have brought up. If you are keen, we encourage you to reach out to your manager or to HR. We’re here to help clarify any of the issues you’ve raised. Thank you for everything you do for our customers and our culture. —Customer Support Leadership

      Explore other reviews about HubSpot

      5.0
      30 Apr 2026
      Account executive
      Recommend
      CEO approval
      Business outlook

      Pros

      HubSpot is a great product especially with all the addons

      Cons

      Need better training into each hub.

      1.0
      12 Jun 2026
      Customer success manager
      Recommend
      CEO approval
      Business outlook

      Pros

      Positive Culture: The people and immediate team members are genuinely kind, collaborative, and supportive. Work-Life Flexibility: A true 100% remote work environment that offers great day-to-day flexibility. Solid Perks on Paper: The benefits package explicitly includes an unlimited PTO policy.

      Cons

      The "Unlimited PTO" Trap: While the company advertises unlimited PTO, it is impossible to take without penalty. If you take time off, you are still strictly required to make up every single call you missed while you were gone to hit your monthly metrics. Declining Direction & High Turnover: The company has faced a very rough year and is heading in the wrong direction. Morale is incredibly low, and talent is actively draining from the organization—several people are resigning entirely, going on medical leave due to stress, or desperately trying to transfer to different internal teams. Unrealistic, Extreme CSM Metrics: Customer Success Managers are being pushed to the brink by unattainable, rigid KPIs. The role has shifted from strategic relationship management to a high-volume, transactional grind. Current monthly expectations include: 80 calls per month 76% connected call rate for low-usage accounts 50% engagement rate required for at-risk accounts Stagnant Compensation: Despite the extreme increase in workload, micromanagement, and pressure, the annual raise for CSMs this year was under 2%, which fails to align with basic cost-of-living adjustments.

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