Who we need
RateHawk is part of Emerging Travel Group — a pioneering travel-tech company also known for its two other brands, ZenHotels and Roundtrip, spanning over 220 markets worldwide.
Our mission is to create, distribute, and operate the most convenient travel products. We constantly innovate and break the rules of the highly complex travel industry to make travel more widely available for individuals, more rewarding for professionals, and simpler for everyone.
As CRM Support Manager you will be responsible for overseeing the day-to-day operations, optimization, and continuous improvement of the HubSpot CRM platform across RateHawk’s commercial organization.
This role will act as the system super admin, ensuring the CRM supports business goals, delivers accurate reporting, and provides a seamless experience for all users. The position requires strong technical expertise, process ownership, and leadership in managing a small support team.
This is a remote vacancy open to candidates residing preferably in Europe.
Job responsibilities
- System Administration & Super Admin Duties: Serve as the primary HubSpot CRM super admin, maintaining and upgrading system configurations, data quality, and security controls. Oversee user account creation, access management, territories/geo-base setup, and system integrations. Ensure compliance with internal governance, IT, and regulatory standards.
- Business Requirements & Process Development: Partner with business stakeholders and the CRM Product team to gather, document, and translate business requirements into functional specifications. Collaborate with the CRM Product team and vendors to implement enhancements and system improvements. Develop reporting and dashboards to provide actionable insights to commercial teams. Drive HubSpot configuration management and ensure CRM alignment with the overall commercial strategy.
- Support Operations: Oversee daily support operations, ensuring timely resolution of Level 1 requests (e.g., questions about the system, app installation, geo-base changes, account linking). Escalate complex issues to the HubSpot team and integrator partners, ensuring minimal disruption to users. Lead a team of three junior support specialists, providing guidance, training, and performance feedback. Monitor service levels and continuously improve support efficiency and user satisfaction. In the long term, manage a team of 1–2 Level 1 CRM Support Specialists.
Key qualifications
- 3+ years of experience in CRM administration, with at least 2 years working in HubSpot CRM (super admin or equivalent role) for large companies (100+ employees)
- Proven experience in managing support CRM operations for commercial teams, preferably with direct people management experience.
- Strong knowledge of HubSpot and CRM data models, reporting tools, and integration processes.
- Excellent problem-solving, documentation, and communication skills.
- Degree in Engineering, Computer Science, or equivalent.
- Analytical Skills. Proven ability to work with data, track KPIs, and apply insights to drive performance and decision-making.
- Personal Skills. Proactive, ambitious, and results-driven, with strong communication and relationship-building abilities. Comfortable with innovative technology and thriving in a fast-paced, evolving business environment.
- International Mindset. Capable of collaborating effectively across different cultural contexts, reflecting ETG’s global presence and diverse team.
Nice to have:
- Deep understanding of CRM platforms, particularly HubSpot CRM.
- Ability to balance strategic projects with operational support.
- Strong business acumen with the ability to translate business needs into technical solutions.
- Highly organized, detail-oriented, and proactive in driving system improvements.
We offer you
- Flexible schedules and opportunity to work remotely.
- Ambitious and supportive team who love what they do, appreciate each other, and grow together.
- Internal programs for adaptation and training, development of soft skills, and leadership abilities.
- Partial compensation for participating in external training and conferences.
- Corporate prices on hotels and travel services.
- MyTime Day Off - an extra non-working day without loss of compensation.
Product
Emerging Travel Group is a global travel-tech company whose brands have been operating in over 220 source markets since 2010. We specialize in developing advanced online booking platforms for all types of clients — from individual tourists to travel agents and companies organizing business trips. Our solutions empower hoteliers to effortlessly showcase their accommodations, boosting visibility and attracting a broader audience.
Our mission is to create, distribute, and operate the most convenient travel products. We constantly innovate and break the rules of the highly complex travel industry to make travel more widely available for individuals, more rewarding for professionals, and simpler for everyone.
More about our company and mission
Read