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Posted about 1 year ago
Requirements and responsibilities
About Us
HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to enhance their digital presence and drive growth. We support a global and growing community of over 2 million businesses, ranging from marketing agencies and entrepreneurs to small businesses and beyond. Our platform helps users across various industries streamline operations, boost growth, and achieve their goals.
HighLevel handles over 15 billion API hits and processes more than 2.5 billion message events daily. The platform manages 470 terabytes of data across five databases, operates through a network of more than 250 microservices, and supports over 1 million domain names.
Our People
With more than 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 fostering a culture where innovation thrives, ideas are celebrated, and people come first, regardless of location.
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 businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark—and we help make that happen.
Learn more about us on our YouTube Channel or Blog Posts.
Who you are:
The Manager of Customer Support is responsible for supervising and managing a customer-centric team focused on resolving customer issues. This role involves collaborating closely with other departments to meet defined service level agreements and maintain high levels of customer satisfaction. The ideal candidate embodies HighLevel's core values and fosters a culture of collaboration, accountability, and innovation across the team.
What you’ll do:
* Influence, lead, coach, and empower the team through motivation and encouragement to achieve team goals and promote a positive team culture.
* Meet customer service human resource objectives by recruiting, selecting, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job performance; planning and reviewing compensation actions; and enforcing policies and procedures.
* Achieve customer service objectives by contributing to and making recommendations for strategic plans and reviews; preparing and executing action plans; implementing productivity, quality, and customer service standards; resolving problems; completing audits; identifying service trends; determining system improvements; and implementing change.
* Interpret data to identify actions that improve team performance.
* Monitor the overall health of the support system, including live ticket queues, live channel queues, major bugs, and staff availability.
* Determine staffing requirements by assessing employee performance, reviewing operational environments, conducting surveys, benchmarking best practices, and analyzing relevant information and applications.
* Improve customer service quality by studying, evaluating, and redesigning processes; setting and communicating service metrics; monitoring and analyzing results; and implementing improvements.
* Provide employees with technical resources and advice, resolve problems, and distribute advisories, warnings, and updates.
* Stay updated by participating in educational opportunities, reading professional publications, maintaining personal networks, and joining professional organizations.
* Act as an escalation point for high-severity customer issues originating from the team, directly from customers, or from other internal functions.
* Be readily available with cameras on during the shift to assist customers and team members via Zoom.
Experience / Education / Certifications required:
* Fluent in English and Spanish, both spoken and written.
* Strong verbal and written communication skills.
* Associate's or Bachelor's degree, or equivalent work experience.
* Minimum of 3 years of experience managing technical support teams, ideally in a high-volume, customer-facing environment.
* Experience with SaaS platforms and tools such as Zendesk, Freshdesk, Zoho, Salesforce, and HighLevel.
* Proven ability to lead teams of 10+ members, with a focus on driving performance and engagement.
* Project management skills.
* Passion for mentoring, coaching, and developing team members.
* Strong collaboration, time-management, influence, and prioritization skills.
* Ability to build and maintain relationships both internally and with customers.
* Excellent listening, presentation, and communication skills at all organizational levels.
* Ability to collaborate with customers and team members to develop strategic direction.
* Technically curious, with a focus on using data automation and tools to improve support outcomes.
* Strong customer-facing communication and problem-solving abilities.
* Proactive, willing to ask questions and seek improvements in work processes.
* Proficiency in basic computer applications, including Excel or other reporting tools.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)