Pros
You can work from home. That’s about it.
Cons
All of the bad reviews are accurate. Here’s the truth: Hubspot has changed and not for the better. They laid off most of their support team early last year. And never recovered from that. The remaining support reps took on extra work (more customer tickets, more overtime work, a new emphasis on sales referrals (also known as SQLs), etc) just to deal with the repercussion of losing half their team. They recently announced a “high performance” work culture that they’re expecting support reps to meet. This high performance means taking 14+ customer tickets (23 if you’re a chat support rep), having no less than 85NPS, being available for your customers for 6 hours out of your 8 hour work day, making 1+ SQL (ie. a customer referral to the sales team), a ticket resolution time of 1 day and they don’t want you to ask for help when you need it (which they call an HJAR attachment rate, which really means don’t escalate customer issues to the product EXPERTS). Reps must meet this high performance standard everyday of every month. It doesn’t matter if the customer issues are complex, it doesn’t matter if their recently implemented AI bot provides customers with the incorrect answers and helps with the “simpler” customer issues. The managers in support are truly incompetent, and the senior managers (let’s not call them leaders, since theirs is a big difference between and leader and a manager. Hubspot just has managers) are either unaware or extremely uncaring. Lots of department heads have left at the beginnnig of the year abruptly and this was alarming, but it seems that perhaps they knew this culture shift was going to be a terrible one. There used to be a person called Katie who would vet these employee complaints on Glassdoor, but then when that person left it was someone else. Who actually seems to be MIA from attempting to even pretend to care about employee complaints here. I believe now there is a new person in charge of “people ops” and perhaps they’ll pretend to hear their employees out. If they do, please know that it’s very unlikely anything will be done about the “high performance” work culture hubspot believes in now. I hope who ever reads this and is considering working for hubspot doesn’t get the job, or decides otherwise. No one, no human being, actually can do the impossible and, let’s just call it what it is, toxic work culture hubspot is.