HighLevel Inc.

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 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.

About the Team:

Currently we have millions of sales funnels, websites, attributions, forms and survey tools for lead generation. Our B2B customers use these tools to bring in the leads to the HighLevel CRM system. We are working to continuously improve the functionality of these tools to solve our customers’ business needs. In this role, you will be expected to be autonomous, guide other developers who might need technical help, collaborate with other technical teams, product, support and customer success

About the Role:

The Product team is responsible for driving lead generation and management of leads. We do this by building innovative products & features that solve real-world problems for agencies and allow them to consolidate their offering to their clients in a single platform packaged under their white-labled brand. The sales and marketing products team focuses exclusively on products that can demonstrate lead generation and drive up engagement, adoption in target segments. This team handles multiple product areas including Websites, Funnels, Blogging, Social Planner, Email Marketing, Chat widget, Affiliate manager, Template Library, Content AI etc.

Responsibilities

• Understanding the aspirations, pain-points and user behavior of HighLevel customers
• Understand the market and its segment offerings - Shine here to know what the market is providing and how we provide solutions. 
• Create Product Requirement Document with market analysis, low fidelity wireframe or flows, define target market and problem statement for each product.
• Identifying good ideas, cutting, prioritizing and visualizing solutions
• Validating solutions with real users at the conceptualisation, wireframe stage, gathering feedback from various stakeholders and users at mockup stage and conducting beta launches for target segments.
• Analyzing beta feedback and building your roadmaps, themes of product (big picture) and writing user stories for the sprint backlog.
• Collaborating with support, customer success, development and product teams to become an evangelist for your product area and building a strong relationship with other teams while you work in a cross-functional environment
• Instrumenting, analyzing and learning from the user behavior when they interact with your features & products
• Working with other Product Managers with a collaborative mindset and assisting them in achieving product objectives.

Requirement

• You are passionate about software productsYou have a strong bias for action.
• You are a quick learner
• You have been involved in a successful (or unsuccessful) launch of a software product end to end
• You have prior experience in either of the following
• a. UI/UX Design
• b. Product Management
• You understand product development lifecycle and have a history of working on Software products
• You have been a leader either officially or unofficially and have demonstrated leadership skills in the past
• You can deconstruct software products and their business model
• You can intuitively tell a good UX from bad UX
• You are well versed with the social media scheduling industry and a deep understanding of the metrics involved

Preferred Skills

• Skills of writing accurate and precise PRDs
• Experience in a B2B product management or agency environment
• You have been PM before in a product start-up company
• You have worked in Agile or SCRUM environment

The Expansion Products team is responsible for driving volumetric and usage-based upgrades and upsells within the platform to maximize revenue potential (apart from the subscription revenue). We do this by building innovative products and features that solve real-world problems for agencies and allow them to consolidate their offering to their clients in a single platform packaged under their white-labeled brand. The expansion products team focuses exclusively on products that can demonstrate adoption, drive up engagement in target segments, and are easily monetizable. This team handles multiple product areas including Phone Systems, email systems, online listing integration, WordPress Hosting, Memberships & Courses, Mobile Apps, etc.

We are looking for an experienced software engineer with strong technical and communication skills who has developed full-stack web apps and created solid APIs and beautiful interfaces for consuming them in user-friendly apps. Focusing on details and well-written self-documented code are essential for this position. You can expect to collaborate with a solid team of designers, product managers, developers, and testers on a daily basis. You must be experienced in building highly scalable and resilient systems that can meet our customer needs.

Responsibilities:

• Responsible for developing scalable backend services for memberships and courses.
• Taking the lead in designing, developing, and managing APIs, and services.
• Creating/customizing various components and web applications in Vue.js .
• Work with a great team of developers, designers, and QA testers.
• Reviewing, and writing clean, tested, manageable code for services that scale to affect thousands of users every day.
• Troubleshoot, test, and maintain the core product software and databases to ensure strong optimization and functionality.

Requirements:

• Solid Experience in Full-stack engineering with Node.js and modern Javascript frameworks like Vue. js[preferred], React.js, and Angular.
• Proficient in building scalable applications and should be comfortable understanding the flow of the software.
• Experience with relational/non-relational databases ex: MySQL / MongoDB / Firestore and have used them to build backend services.
• Ability to design and build web services, and integrations with third parties through API.
• Proficient understanding of code versioning tools such as Git / SVN.
• Experience with GCP technologies.
• Experience with Stripe integrations.
• Experience building media streaming applications.

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 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:

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.

Essential Functions:

• Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture
• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; 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; implementing change
• Being able to interpret data that translates into action to improve the team.
• Monitors 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
• Involved in determining customer service employee requirements by maintaining contact with employees to determine areas of improvement by reviewing operational environments; conducting surveys; benchmarking best practices; analyzing information and applications
• Improves customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
• Responsible for providing employees with technical resources; providing technical advice; resolving problems; disseminating advisories, warnings, and new techniques
• Updates job knowledge 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 issues that arise from within the team; directly from customers; or from other HighLevel functions. 
• Serve as an influential leader by demonstrating professionalism, passion, and enthusiasm, providing communication, and motivation, and creating teamwork and collaboration
• Be readily available with cameras on throughout the shift to assist customers and team members via Zoom

Experience/Education/Certifications Required:

• Associate's/ Bachelor's degree or equivalent experience
• 4+ Years in management 
• SaaS software experience
• Several years running technical customer-facing teams.
• Experience in managing a team of over 20+ 
• Project management skills 
• Leading a results driven team 
• People manager at heart, you love 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 internally with team and 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
• The candidate is technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable customer and team success
• Strong customer facing communication skills
• Demonstrated data driven approach to problem solving
• Must be a go-getter and not afraid to ask questions
• Must have basic computer and excel skills

Language Skills Required Vs. Preferred:

• Fluent in English.
• Demonstrated verbal and written communication skills.

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, 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.

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 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.

About the Team:

Currently we have millions of sales funnels, websites, attributions, forms and survey tools for lead generation. Our B2B customers use these tools to bring in the leads to the HighLevel CRM system. We are working to continuously improve the functionality of these tools to solve our customers’ business needs. In this role, you will be expected to be autonomous, guide other developers who might need technical help, collaborate with other technical teams, product, support and customer success

About the Role:

HighLevel Inc. is seeking a Program Manager for our Real Estate & Home Services sectors. This role will focus on analyzing client requirements, leading programs across product areas, and collaborating with various product teams to ensure alignment and progress. The Program Manager will report progress to senior leadership, measure program efficacy, plan and execute user education and acquisition initiatives, and support various internal teams to increase market share in the Real Estate & Home Services niches.

**Type**: Full Time (Remote in India)

Responsibilities

• Analyze requirements from clients operating in Real Estate & Home Services niches.
• Consolidate these requirements and lead programs across product areas in collaboration with various product teams.
• Report progress to senior leadership and other departmental leaders.
• Measure the efficacy of the programs, growth in said niches, NPS & C-SAT for these segments.
• Plan and execute user education initiatives for clients in said niches to boost user engagement.
• Plan and execute user acquisition initiatives in said niches to grow adoption.
• Support affiliates, trial engagement, customer success, account management, marketing, and product marketing/education teams in increasing our market share in said niches.
• Conduct daily user interviews with customers in said niches and provide structured, concise product feedback to product managers and dev leads.
• Work across the organization to improve our platform for the real estate & home services industry.

Requirement

• Strong analytical skills to understand and consolidate client requirements.
• Excellent program management skills, with a proven track record of leading programs across multiple product areas.
• Effective communication skills to report progress and collaborate with various teams and senior leadership.
• Ability to measure program efficacy using key metrics such as NPS & C-SAT.
• Experience in planning and executing user education and acquisition initiatives.
• Strong interpersonal skills to conduct user interviews and gather product feedback.
• Ability to work across the organization and align teams to improve the platform for specific niches.
• Understanding of the workings of a B2B SaaS business.
• Deep understanding of data & analytics.
• Demonstrable experience in running experiments and proving/disproving hypotheses.

Additional Skills

• Experience in the Real Estate & Home Services industries.
• Familiarity with SaaS platforms and tools relevant to these niches.
• Proficiency in using analytics tools to measure program success and user engagement.
• Experience working with marketing, customer success, and product teams to drive user adoption and satisfaction.
• Ability to lead without formal authority and guide teams to achieve program goals.
• Understanding of user behavior and engagement strategies.

Who We Are:

HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. Our goal as a business is to create a sustainable, powerful, “all things marketing” operating system that creates limitless opportunities for our customers. With 60,000 customers, we need people like YOU to help us grow and scale even further in the coming years.

We currently have 8500+ employees worldwide, 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, above all, encourage a healthy work-life balance for our employees wherever they call home. At HighLevel, we require our team members to be on camera for all customer, peer and supervisor interactions.

Who You Are:

You are looking for an opportunity to bring your customer centric approach and thinking to an impactful role that allows you to perform various administrative and support tasks, including answering customer emails, chats and text messages, scheduling customer meetings, greeting customers and managing our video conferencing community room/lobby, in addition to tracking and maintaining customer entry logs and call queues. You will be a client facing facilitator to our team for intake of customers and well as following our culture and performance standards.

You are comfortable assisting team members in a high-performance, high-accountability environment, and will leverage your excellent communication skills and working knowledge of time management, organization and administrative skills to support our customers and teams. To be successful in this role, you will be confident, efficient, energetic, positive and optimistic while navigating a high-demand “virtual” room of customers and team members. You are the first impression for our customers to welcome, engage and field customer questions and inquiries directly to our representatives. Strong collaboration, time-management and prioritization skills are critical to the success of this role. At HighLevel, we require our team members to be on camera for all customer, peer and supervisor interactions.

What You’ll Be Doing:

• ● Duties to include: greeting customers, updating the call queue, managing lobby, responding to SMS and email; in addition to building templated customer accounts information when needed
• ● Answers video calls, chats and emails and will schedule appointments with team members
• ● Organizes workflow and appointments by reading and routing correspondence, collecting customer information, and managing assignments to keep the team accountable via CRM
• ● Create best practices on waiting room etiquette and maintaining a great zoom room environment
• ● Enter data into spreadsheets or update office calendars
• ● Answer and route customer phone calls and oversee transfers
• ● Assist and send reviews for customers to complete and score/rate their customer
• experience
• ● Monitor and logging all systems and customer data to ensure they are up and running
• properly and timely service is provided
• ● Assisting and prioritizing at-risk and urgent customer needs in a quick fashion
• ● Responsible for pipeline organizing and creating task reminders for the team
• ● Increase your product knowledge and skills by participating in department meetings and
• trainings
• ● 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:
• ● Graduation required
• ● Prior experience as a receptionist, scheduler, administrative/clerical assistant or relevant
• role preferred
• ● Knowledge of online calendars and scheduling (i.e. Google Calendar) preferred
• ● Experience answering high call volume calls and solving customer’s needs preferred
• ● Excellent phone, email and instant messaging communication skills
• ● Organization skills to keep accurate records and find important information quickly
• ● Time management skills to prioritize and complete a side variety of tasks throughout the
• day in a fast-paced environment
• ● Patience and listening skills to respond appropriate and interact positively with
• customers
• ● Interpersonal skills to create a pleasant experience for all customers, such as being
• personable and attentive
• ● Emotional intelligence with the ability to adjust your communication style based on the
• nature of the call
• ● The ability to build lasting first impressions and relationships with customers
• ● Ability to work from home and “camera ready”, which requires a quiet workspace with
• little to no distractions
• ● Reliable high speed internet/wifi connection at home with little to no interruptions
• ● Availability to work a flexible schedule which may include mornings, nights, weekends,
• and holidays
• ● Knowledge of HighLevel products and services preferred
• ● Intermediate MAC computer skills including use of multiple monitors and applications

● Basic knowledge of the following applications preferred: Google Suite, Zoom, Slack, Excel, Spreadsheets, MAC, etc.

EEO Statement:

At HighLevelwe value diversity. In fact, we understand it makes our organization 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! 

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 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.

About the Role:

We are looking for a senior mobile engineer with experience with flutter and reactive programming to join our exceptional mobile team at HighLevel. You have the opportunity to work on any of

● the core mobile features helping our customers get to their customers as fast as possible

●the core app abstractions helping us deliver features to our customers as fast as possible

●tooling and automation making sure we are not wasting time doing boring work

●a WYSIWIG flutter for web project to customize white-label apps and supporting platform

We are a truly agile team, working in sprints, improving our product one small release every two weeks.

Qualifications

• Have 4+ years worth of challenging experience with flutter (does not matter if it was earned in 6 months)
• Have a tight grasp on the dart programming language, its latest features and its best practices
• Have a drive to write idiomatic code Have an inbuilt sense of discomfort when leaving their code untested
• Have experienced, in some form or other -- multiple paradigms of programming (structural, object-oriented, functional etc)
• Have a really strong command on reactive programming with MobX, and an appreciation for immutability and stateless widget trees
• Have a workable level of experience with git and collaboration workflows. Orgnisational and communication skills like working with kanban and other collaboration tools
• will are appreciated, but we're glad to ease you in to them if you are strong enough as a programmer.

What to Expect when you Apply

● Exploratory Call

● Technical Round I/II

● Assignment

● Cultural Fitment Round

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, 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 excellent 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.

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 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: 

We are seeking a versatile individual to fulfill the multifaceted role of (L3). In this pivotal position, you will serve as the liaison between our Technical Support team and Development/Product Management team, while also taking charge of coaching and training technical support representatives, and developing essential product guides and FAQs for internal teams.

Roles, Responsibilities & Requirements

• Act as a specialized subject matter expert and escalation resource within the Support organization
• Handle escalated issues through a variety of channels such as Zoom and calls to assist customers with highly technical product issues
• Act as the primary liaison between Support and Development/Product Management teams, ensuring seamless communication and collaboration
• Coordinate and convey customer-reported issues and feedback to internal teams, closely collaborating with the Development team for timely resolution
• Work in tandem with the Product Management team to advocate for customer needs and influence product decisions based on customer feedback
• Monitor the progress of issue resolution and provide regular updates to internal teams and customers
• Facilitate discussions during Product and Development sync calls to advocate for the Support team, ensuring their concerns are thoroughly addressed at the organizational level
• Conduct coaching and training sessions for Technical Support Representatives on customer communication, issue troubleshooting, and resolution best practices during regular webinars to ensure timely education for all shifts
• Keep Technical Support Representatives updated on product features, updates, and changes to standard operating procedures (SOPs) through outlets such as live webinars
• Create and maintain user-friendly documentation, including product guides and FAQs for internal teams, ensuring they reflect timely updates and changes. Assist Development/Product Management teams in testing fixes and enhancements before release
• Leverage opportunities to provide timely feedback to all levels of Technical Support Representatives regarding customer issue handling, and escalate to management as needed for repetitive issues

• Bachelor’s degree and 5+ years of proven experience in a technical support role, or equivalent experience
• Customer-focused mindset with a commitment to delivering high-quality support services on escalated issues
• Must have a basic understanding of content development and product management, alongside strong technical aptitude for complex software systems
• Excellent communication skills, with proficiency in conveying technical information to both technical and non-technical audiences, and the ability to influence stakeholders at all levels
• Ability to research, analyze, and take action on data pulled from Support systems such as Freskdesk and Tableau. Demonstrated ability to build relationships and collaborate effectively and strategically with cross-functional teams, driving alignment and achieving shared goals
• Detail-oriented with exceptional organizational and time management skills, capable of managing multiple priorities in a fast-paced environment
• Proficiency with issue tracking systems, project management tools, and CRM software (e.g., Clickup, Freshworks env., Tableau).Ability to coach, mentor, and train others effectively
• Familiarity with training tools, learning principles, and content development best practices
• Capability to thrive in a dynamic environment and adapt swiftly to changing priorities, with a willingness to work flexible hours as needed

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, 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.

APPLY FOR THIS JOB

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 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Requirements:

• Bachelor’s Degree or Equivalent SaaS Experience required 
• 0-2 Years of Digital Marketing, Agency Sales, Account Management or Business Development experience
• Working Knowledge of topics such as Social Media Management, Social Media Advertising, Website/Funnel Building, and SEO
• Comfort in public speaking and presentations to a variety of audiences
• Proficiency in professional writing and or basic copywriting skills
• A strong technical aptitude to help our users succeed with the HighLevel software
• Experience working with and or ability to learn the use of various CRM Systems
• Working Knowledge of the following applications strongly preferred
• Google Suite, Zoom, Facebook, Instagram, Linkedin and other social media.

Responsibilities:

• Measure success against affiliate program growth KPIs and metrics
• Regularly collaborate with Sales, Marketing, and Departmental leadership to develop and deploy ongoing Affiliate recruitment strategies
• Prospect and identify an ongoing targeted list of potential affiliates
• Create personalized strategies for existing affiliate quarterly goals and targets 
• Orchestrate existing and prospective affiliate landing pages and pre-defined affiliate offers
• Other duties may be assigned

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 excellent service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

Who We Are:

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 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 Support Operations Manager to coordinate Leadership objectives for our growing Support Team. Predominantly, the Support Operations Coordinator will implement, maintain and manage the numerous automations, integrations and other technological requirements our Support Team requires to handle all inbound Support Requests, including, but not limited to: Highlevel, FreshDesk, FreshCaller, FreshChat, Freshbot, ClickUp, and Zoom. 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.
• 
  
• Essential Functions:
• Works with the Support Operations Manager to implement organizational strategies and goals as related to technology, processes, and change management. Assists the Support Operations Manager with helping team leaders, managers, and department heads to identify departmental needs and goals. Collaborates across multiple departments to assist in completing assigned organizational goals and objectives in a timely manner
• Responsible for assisting with implementation and change management processes of assigned projects, ensuring all stakeholders are consulted, informed, and equipped as change occurs. Documents and optimizes Customer Support procedures, processes, and internal training materials When necessary/appropriate, work with the Billing, Customer Care, 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.
• Assists in researching, cleaning and organizing data and analytics, also working with Development and Data Analysts to create required reporting and analytics. Assists in editing and optimizing reporting (Pendo, Highlevel) as well as automations (Zapier, Highlevel, FreshDesk) due to the ever evolving needs of the company. Report weekly on performance and upcoming initiatives. Demonstrate technical acumen to execute plans given into workable solutions. Communicate a passion for customer success with a team player attitude.
• Experience/Education/Certifications Required:
• Associates degree or equivalent work experience and minimum of two years in software Project Management/consulting experience or technical support. Five years of experience in an Operational role, preferably in a Technical Support Call Center or Professional Services organization. Knowledge of internal systems preferred (HighLevel App, ClickUp, Zapier, Freshdesk, Zoom, etc).Ability to produce high-quality documents, SOP’s 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 communications 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.

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 excellent service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

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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 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:

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.

Essential Functions:

• Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture
• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; 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; implementing change
• Being able to interpret data that translates into action to improve the team.
• Monitors 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
• Involved in determining customer service employee requirements by maintaining contact with employees to determine areas of improvement by reviewing operational environments; conducting surveys; benchmarking best practices; analyzing information and applications
• Improves customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
• Responsible for providing employees with technical resources; providing technical advice; resolving problems; disseminating advisories, warnings, and new techniques
• Updates job knowledge 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 issues that arise from within the team; directly from customers; or from other HighLevel functions. 
• Serve as an influential leader by demonstrating professionalism, passion, and enthusiasm, providing communication, and motivation, and creating teamwork and collaboration
• Be readily available with cameras on throughout the shift to assist customers and team members via Zoom

Experience/Education/Certifications Required:

• Associate's/ Bachelor's degree or equivalent experience
• 4+ Years in management 
• SaaS software experience
• Several years running technical customer-facing teams.
• Experience in managing a team of over 20+ 
• Project management skills 
• Leading a results driven team 
• People manager at heart, you love 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 internally with team and 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
• The candidate is technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable customer and team success
• Strong customer facing communication skills
• Demonstrated data driven approach to problem solving
• Must be a go-getter and not afraid to ask questions
• Must have basic computer and excel skills

Language Skills Required Vs. Preferred:

• Fluent in English.
• Demonstrated verbal and written communication skills.

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, 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.