Manager Customer Support

About Highlevel

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. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.

Our Website - https://www.gohighlevel.com/

YouTube Channel- https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers:

HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450,000 businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel:

We work at scale; our infrastructure handles around 3 Billion API hits and 2 Billion message events monthly and over 25 million views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.

Who You Are: 

The Manager of Customer Support is responsible for the supervision and operational management of a customer-centric workforce focused on solving issues for our customers. The manager will also work closely with other functional units to meet defined service level agreements and achieve high levels of customer satisfaction. You embody and promote HighLevel's core values, fostering a culture of collaboration, accountability, and innovation across the team.

• Influence, lead, coach, and empower the team through motivation and encouragement to accomplish team goals and foster a positive team culture.
• Accomplishes customer service human resource objectives by recruiting, selecting, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures.
• Achieves customer service objectives by contributing and making recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; and implementing change.
• Being able to interpret data that translates into action to improve the team. 
• Monitors the overall health of the support system, including, but not limited to, live ticket queues, live channel queues, major bugs, and staff availability.
• Involved in determining customer service employee requirements by maintaining contact with employees to assess areas of improvement by reviewing operational environments, conducting surveys, benchmarking best practices, analysing information and applications.
• Improve customer service quality by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analysing results; and implementing changes.
• Responsible for providing employees with technical resources and advice, resolving problems, and disseminating advisories, warnings, and new techniques.
• Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organisations. 
• Act as an escalation point for high-severity customer issues that arise from within the team, directly from customers, or from other High-Level functions.Be readily available with cameras on throughout the shift to assist customers and team members via Zoom.

• Fluent in English and Spanish — both spoken and written.
• Demonstrated verbal and written communication skills.
• Associate's/ Bachelor's degree or equivalent work experience 3+ Years of experience managing technical support teams, ideally in a high-volume, customer-facing environment SaaS software experienceExperience with tools like Zendesk, Freshdesk, Zoho, Salesforce, HighLevelProven track record leading 10+ member teams, with a track record of driving performance and engagement.
• Project management skills Leading a results-driven team People manager at heart, you love mentoring, coaching and developing your team
• Strong collaboration, time-management, influencing and prioritization skills are critical to the success of this role
• Ability to build and maintain relationships internally across teams and externally with customers
• Excellent listening, presentation and communication skills at all levels
• The ability to partner with customers and team members  in developing their strategic direction
• Technically curious - you leverage data automation and tools to improve support outcomes.
• Strong customer-facing communication and problem-solving skills
• Must be a go-getter and not afraid to ask questions and seek better ways of working
• Proficiency in basic computer applications, including excel or other reporting tools 

EEO Statement:

At HighLevel we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilitiesand qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way!

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

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