• Configure and maintain core Service Hub features, including ticket pipelines, SLAs, inboxes, routing rules, user roles, and permissions. • Support CX, Support, and Onboarding teams by translating everyday needs into practical HubSpot updates (properties, views, workflows, automations). • Contribute to our Service Hub enhancement roadmap by gathering feedback, proposing improvements, and helping prioritize implementation. • Partner on designing and maintaining digital-first customer journeys (onboarding, support, escalation, feedback) within HubSpot. • Structure objects, properties, and associations to ensure clean, consistent, AI-ready data for assistants, summarization tools, routing models, and bots. • Follow data hygiene and governance standards; flag cleanup and optimization opportunities. • Troubleshoot configuration and integration issues; collaborate with HubSpot support when needed. • Implement and optimize Service Hub tools including the knowledge base, feedback surveys (NPS/CSAT), chat, and bots. • Maintain and refine forms, email templates, snippets, and playbooks. • Build and maintain dashboards that track key CX and Service metrics (volume, SLAs, resolution time, deflection, self-service usage). • Create and update internal process documentation and assist with training and office hours to help teams use HubSpot effectively.