Manager, Customer Care

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+ team members 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 team members 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 450K million 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 & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases

Job Overview:

We are seeking an experienced and highly motivated Manager of Customer Care to lead our customer service team. The ideal candidate will have a proven track record in customer experience management and a passion for delivering exceptional service. As the Manager of Customer Care, you will be responsible for overseeing the day-to-day operations of the customer care  team, ensuring high-quality service delivery, and driving customer satisfaction across all channels.

Who You Are: 

The Manager of Customer Care is responsible for leading and inspiring the Customer Care team. This role serves as the key champion for ensuring HighLevel customers’ end-to-end lifecycle experience is exceptional. The goal is to maximize customer lifetime value (CLTV) through retention and customer satisfaction. To own the "voice of the customer" as part of HighLevel's overall customer for life vision.

The Manager of Customer Care will focus on ensuring the highest levels of customer success and end-user adoption, as measured by retention, CLTV, customer satisfaction, and advocacy of HighLevel's products and services. This role is central to raising the voice of customers within HighLevel, utilizing internal health indicator processes and communications to drive actionable insights and improvements with cross departments. Ensuring the health of the customer.

• Act as a Peer Mentor for assigned teams, greeting new hires and conducting informal check-ins, serving as a resource and team culture ambassador.
• Provide training for all new team members, ensuring they graduate on time with the necessary knowledge and skills to confidently start their new roles.
• Offer continuous feedback, coaching, and training to team members, helping them develop their skills and advance in their careers.
• Conduct, track, and report to managers training progress and quality assurance during the employee lifecycle.
• Acquainted in department KPI, goals, and targets and implementing into training improvement plans and accountability 
• Create and develop ad hoc operational and quarterly planned training for teams on topics such as best practices, soft skills, product knowledge, CSAT etc.
• Serve as the first point of contact for management-level inquiries and assist with escalations as a key escalation resource within the Customer Success organization.
• Drive results based outcomes on improvements in team overall performance and metrics.
• Monitoring and maintaining proper KPI expectations around daily team functions such as tickets, calls and customer communications. 
• Continued training and development on new product features and launches for both the team and yourself. 
• Identifying areas of opportunity by analyzing trends in data.
• Ensure the team remains motivated, engaged, and aligned with company goals by fostering a positive and collaborative team culture.
• Implement and enforce standard operating procedures (SOPs) for customer success workflows, ensuring consistency and efficiency across the team.
• Continuously review and improve documentation to ensure it stays up to date and aligns with evolving customer success strategies.
• Create and record training materials as needed to address internal training requirements.
• Perform other duties as assigned or modified based on changing business needs.

• Associate's or Bachelor's degree (equivalent experience is a plus)
• SaaS software experience
• Project management skills (experience is a plus)
• People leader at heart: You enjoy mentoring, leading, and contributing to the professional development of those around you.
• Strong collaboration, time-management, influencing, and prioritization skills are critical to the success of this role.
• The ability to build and maintain relationships both internally with the team and externally with customers.
• Excellent listening, presentation, and communication skills at all levels.
• Technically savvy with an interest in leveraging data, analytics, and automation to drive demonstrable customer and team success.
• Training and mentoring excellence. 
• Strong customer-facing communication skills.
• Excellent written and verbal communication skills, with the ability to explain complex concepts clearly to customers and internal stakeholders.
• Strong leadership and team management skills with a proven ability to motivate and inspire others.
• Thrive in a face paced environment
• Ability to think critically and problem-solve in high-pressure situations.
• Solutions based mindset 
• Basic computer and Excel skills.
• ••Strong documentation skills, including the ability to create, maintain, and improve internal documentation and processes.

EEO Statement:

At HighLevel, we value diversity. In fact, we understand it makes our organisation stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities, and 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.