Senior Manager, Customer Support

About Us

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, from marketing agencies to entrepreneurs to small businesses and beyond. Our platform empowers users across industries to streamline operations, drive growth, and crush their goals.

HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names.

Our People

With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.

Our Impact

Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen

Learn more about us on our YouTube Channel or Blog Posts

Who you are: 

You are looking for an opportunity to bring your creative, organized, and strategic thinking to an impactful senior-level managerial role that allows you to lead, develop, and grow our customer support team. You will monitor and own your team’s KPIs, while consistently driving and tracking towards optimal results.

To be successful in this role, you will exemplify our “customer obsessed” ethos and demonstrate best in class customer service and support practices. You are comfortable leading in a high-performance, high-accountability environment, and will leverage your excellent communication skills and working knowledge of people/team management and the SaaS landscape to serve you well as you lead several teams of customer support representatives. 

What You'll Be Doing:

• Supervise a team of Customer Support Managers focused on solving customer issues and achieving high levels of customer satisfaction. 
• Support the organizational goals and participate in business planning activities such as staffing, goal setting, and resource planning.
• Lead and ensure your managers and teams are successful by coaching, developing, inspiring and holding them accountable against established KPIs, policies and procedures - measure and provide detailed analysis on success against team’s growth KPIs and metrics.
• Conduct consistent and impactful performance conversations and coaching sessions with team members and managers.
• Responsible for providing your teams with technical resources and advice, resolving problems, and disseminating advisories, warnings, and corrective action plans when warranted.
• Delegate and assign responsibilities and tasks based on team member strengths to foster an exceptional customer experience. 
• Identify and implement process improvements and alternative solutions to drive team efficiency, productivity and engagement. 
• Serve as an influential leader by demonstrating professionalism, operating in a fast-paced environment, taking ownership of your team’s success, and fostering a team culture of encouraging growth, innovation, and proactive problem solving. 
• Monitor the overall health of the support system, which includes but is not limited to live ticket queues, live channel queues, major bugs and staff availability.
• Confidently work with large amounts of data and have a data-minded approach to resource planning, goal setting, and analyzing its outcomes.
• Partner with the Head of Customer Support regarding forecasting, budget management, optimization of talent and resources, and the impact.
• Manage projects involving complex work streams and cross-functional collaboration - Communicate and collaborate with internal departments to create and confirm efficient workflows and relationships.
• Improve customer service quality results by collaborating with your team of managers to study, evaluate, and redesign processes; establish and communicate service metrics; monitor and analyze results; and implement changes.
• Update job knowledge and managerial skills by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations.
• Act as an escalation point for high severity customer and team member issues that arise from within the team, directly from customers, or from other HighLevel functions.
• Other duties may be assigned and/or modified as business needs change.

What You'll Bring:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 




• Experience/Education/Certifications Required: BA/BS in a relevant field or equivalent customer service managerial experience required. 
• 5+ years of experience leading a fast-paced, results driven team for a SaaS or Product-Led Growth startup company preferred.
• 5+ years of experience with staffing/hiring, performance management, career conversations, coaching and developing front-line employees and junior managers required.
• You are a true people manager at heart, you love mentoring, leading and contributing to the professional development of those around you. 
• Prior experience partnering and influencing customers and team members in developing their strategic direction.
• Prior experience exercising and utilizing project management skills to identify and align strategies and new processes that will impact the customer experience. 
• Strong collaboration, time-management and prioritization skills are critical to the success of this role.
• The ability to build and maintain strong relationships internally with senior leadership, teams and customers.
• Strong experience using data/analytics tools to measure the impact of your work and develop new projects.
• Ability to collaborate and influence cross-functional teams and champion new concepts and ideas.
• A strong technical aptitude to help our customers succeed with the HighLevel software.
• Experience working with and or ability to learn the use of various reporting tools to leverage data, analytics and automation to drive demonstrable customer and team success.
• Strong customer facing communication skills.
• Demonstrated approach to problem solving and conflict management.
• Must be a go-getter, not afraid to ask questions, and take accountability for your results and your team’s results. 
• Working Knowledge of the following applications strongly preferred: Google Suite, Zoom, Slack, Excel, Spreadsheets, Mac, etc.

Equal Employment Opportunity Information

The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.

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