Customer Operations Manager (HubSpot Technical)

Job Title: Customer Operations Manager (HubSpot Technical)

Region: Mumbai, INDIA

Company: Diamonds On Call

Website: www.diamondsoncall.com

About Diamonds On Call

Diamonds On Call is a startup revolutionizing the B2B online diamond & jewellery Ecommerce. Established in 2017, we are a thriving bootstrap startup. With presence in India, Hongkong, Australia, Belgium & US, we have established ourselves as one of the largest diamond marketplaces in the world with a commitment to bring tech driven disruption and creating extraordinary customer experiences transforming how diamonds are bought globally today. As we enter our 1-10 growth journey , we are looking for ambitious talent acquisition specialist to propel our next wave of growth.

Role Overview:

We are looking for a HubSpot expert to design, implement, and maintain our global B2B support infrastructure. You will be responsible for migrating our support operations to HubSpot Service Hub Enterprise, ensuring a seamless "single login" experience for our customers via SSO, and building a multi-language knowledge base.

Key Responsibilities:

Support Architecture:

• Build and manage ticket pipelines, automated routing, and Skill-Based Routing for our multinational support team.

Technical Integration (SSO) :

• Work with our engineering team to implement SAML/OIDC Single Sign-On, allowing customers to access HubSpot's Customer Portal using our existing business login.

Self-Service Strategy:

• Launch and maintain a Multi-Language Knowledge Base and Help Center optimized for B2B clients.

Automation & AI:

• Deploy HubSpot’s AI "Breeze" agents to automate routine global inquiries and set up complex SLA workflows.

Data & Analytics:

• Create "Account Health" dashboards for our B2B clients, tracking CSAT and NPS across different regions.

Qualifications:

HubSpot Expert:

Deep experience with Service Hub Enterprise (Ticketing, Customer Portal, and Knowledge Base).

Technical Literacy:

Strong understanding of SSO protocols (SAML 2.0 / OpenID Connect) and how to map user properties from an external system to HubSpot.

B2B Experience:

Proven track record of managing support for complex, multinational B2B accounts.

Process Mindset:

Ability to turn manual support tasks into scalable, automated global workflows.

Preferred:

HubSpot Service Hub certifications or experience with HubSpot's "Business Units" feature.

How to Apply:

• Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience to [email protected]