Can’t hold back from writing this review anymore - Customer Support Specialist HubSpot Employee Review

As someone in their second to third year at HubSpot in a support role, it’s difficult to share this, especially knowing how quickly certain internal criticisms have been removed from Glassdoor recently. However, I believe it's important that varied perspectives are preserved, not just the overwhelmingly positive ones. There’s been growing unease among the frontline team. Many of us have noticed that middle management seems increasingly uncertain in direction, particularly as the company leans heavily into AI adoption. Public posts from leadership emphasize tracking internal AI usage, and this focus has translated into a visible push toward automation — particularly in support — with high AI deflection rates and fewer backfills for open roles. The message this sends is clear: natural attrition is being used to reduce headcount quietly. Regionally, especially in offices like Singapore, leadership often appears disconnected from what motivates the team. For instance, initiatives like mandatory camera-on policies have been positioned as morale boosters, but they come across as surface-level solutions to deeper engagement issues. It’s hard to ignore that some of these actions may be driven more by job security concerns than by actual team needs. Many of us still care deeply about the culture here — which is why it’s disappointing to see valid, constructive feedback being taken down rather than heard.