CRM Support and Enablement Manager

Job Description

Job Description

Description:

Overview:  

Best Version Media was founded in 2007 and now serves over 1,300 communities across the U.S. and Canada. We connect local businesses to customers with a suite of innovative print and digital solutions. Our print magazines, powered by our advertisers and readers, are tailored to the communities we serve by showcasing local families, nonprofits, events, and more. Our digital advertising works with our print campaigns to build brand awareness and help businesses expand their online reach with local customers. We also offer convenient tools to help businesses manage their online presence and enhance searchability.

Our vision is to unite the hearts and minds of communities – one person, one home, one business at a time. We value family, teamwork, and an open exchange of ideas as we strive to become the best versions of ourselves. Our award-winning culture has been recognized countless times by organizations like Fortune, Glassdoor, Great Place to Work, and more.

Job Summary:  

We’ve rolled out a company-wide CRM used by 1,000+ independent sales reps to run their local media businesses, alongside the internal HubSpot CRM our teams use to onboard and support them.

The CRM Support and Enablement Manager will ensure every one of those sales reps gets great answers and training. You will build the support and enablement function from scratch, and then lead it as it grows. This is a rare chance to own a function end-to-end inside an established, profitable company.

Responsibilities:

• Manage sales rep support end-to-end, including running the HubSpot ticketing pipeline, setting SLAs, and tracking metrics (response time, resolution, deflection).
• Resolve tier-one issues directly and route complex technical problems to engineering with clear, actionable details.
• Build and maintain a training library (short videos, help docs, onboarding programs) driven by actual user questions and needs.
• Analyze recurring support tickets to inform new training materials, workflow improvements, or product fixes.
• Act as a founding department of one, with the expectation to hire and lead a full team as user adoption scales.

Skills & Requirements:

• Proven experience building enablement materials, such as training videos, help centers, or onboarding programs (this is a non-negotiable requirement).
• 4 to 8 years of experience in customer support or CX, including people management or owning a support function.
• Hands-on experience managing a ticketing system (e.g., HubSpot Service Hub, Zendesk, Intercom).
• Strong, clear communication skills tailored for busy, non-technical audiences.
• Comfortable and capable of starting as a department of one to build a function from the ground up.

• Direct experience with HubSpot, specifically Service Hub.
• Experience supporting franchisees, 1099 contractors, or distributed field sales (e.g., from a franchise HQ, independent seller marketplace, or SMB software company).
• Proficiency with video creation and knowledge-base tools like Loom, Guru, Intercom Articles, or an LMS.
• A track record of being the first CX hire at a growing company and building the function from zero.
• Enthusiasm for leveraging modern AI tools to maximize efficiency and scale your impact.

Ready to build a best-in-class support function from the ground up? Apply today and let's build something great.