Trial Experience Operations Coordinator

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.

Who You Are: 

This position works closely with the Director of Trial Experience to coordinate leadership objectives for our growing Trial Experience Team. Predominantly, the Trial Experience Operations Coordinator will implement, maintain, and manage the numerous automations, integrations, and other technological requirements our Trial Experience Team requires to handle all inbound Support & Trial Experience Requests, including, but not limited to: HighLevel, FreshDesk, FreshCaller, FreshChat, Freshbot, ClickUp, Zoom, and Zapier. As an assistant in change management, utilizing Agile Project Management methodologies, the Coordinator will help drive these projects to completion on-time, with flawless execution and minimal disruption.

This position is also responsible for documentation of technological processes through maintaining field definition workbooks and internal technical manuals.

• What You’ll Do:
• Work closely with the Director of Trial Experience to implement organizational strategies and goals related to technology, processes, and change management
• Assist the Director of Trial Experience in helping team leaders, managers, and department heads identify departmental needs and goals
• Collaborate across multiple departments to assist in completing assigned organizational goals and objectives in a timely manner .
• Responsible for assisting with the implementation and change management processes of assigned projects, ensuring all stakeholders are consulted, informed, and equipped as change occurs
• Oversee the Trial Experience Ops Coordinators to ensure adherence to the documentation of Trial Experience procedures, processes, and internal training materials
• When necessary/appropriate, work with the Billing, Affiliate, Marketing, and other related teams to train and guide them on best practices and usage of our Support Ticketing System and  processes.
• Assist in the integration of our Support Ticketing System with Zapier, Zoom, and our company data warehouse
• Assist in researching, cleaning, and organizing data and analytics, also working with Development and Data Analysts to create required reporting, analytics & provide actionable iitems
• Assist in editing and optimizing reporting (Pendo, HighLevel) as well as automations (Zapier, HighLevel, FreshDesk) due to the ever-evolving needs of the company
• Report to the Director of Trial Experience on performance, optimizations, and upcoming initiatives
• Demonstrate technical acumen to execute plans into workable solutions.
• Communicate a passion for Trial Experience with a team player attitude
• Manage AI system migrations, including the transition to new trial experience platforms, AI tools, and automation systems.

• What You’ll Bring:
• Associate’s degree or equivalent work experience and a minimum of two years in software Project Management/consulting experience or technical support.
• Atleast 2 years of experience in an Operations role in the SaaS/Marketing/SMB space
• Knowledge of internal systems preferred (HighLevel App, ClickUp, Zapier, Freshworks Suite, Zoom, etc.).
• Ability to produce high-quality documents and SOPs that provide insight into the change management procedures for all company departments involved
• Strong understanding and proficiency in software solutions and professional service offerings
• Ability to handle the ambiguity that arises from time to time in a dynamic and fast-paced collaborative work environment
• Prior experience utilizing various software integrations (Zapier, Freshworks, ClickUp, HighLevel, etc.).
• Experience with Excel and/or Google Sheets at an advanced level
• Strong interpersonal communication skills
• Ability to collect, report, and assess data from various sources
• Strong analytical and organizational skills with superior attention to detail.
• Ability to handle multiple tasks in a fast-paced environment.
• A basic to advanced understanding of CSS, HTML, and/or API is not required for the position; however, it is a major plus for applicants of this role.
• Strong analytical skills, with a demonstrated ability to use data and AI to generate actionable business insights
• Familiarity with AI-driven trial experience tools and platforms, such as AI-based CRMs, chatbots, and automated customer engagement solutions
• Proven experience with data analysis and reporting tools (e.g., Tableau, Power BI, SQL) to leverage customer data for insights.

EEO Statement:

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.