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 30 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 200 Terabytes of data across 5 Databases.

About the Role

We are looking for a strategic and visionary Engineering Manager of AI to lead our cutting-edge Generative AI initiatives. In this role, you will oversee multiple AI teams, drive innovation, and ensure alignment with business goals. You will focus on building robust AI solutions and scaling AI-driven products to meet diverse customer and business needs, all while maintaining a strong emphasis on people management and team development.

Team-Specific Focus Areas:

Conversations AI

-Develop AI solutions for appointment booking, forms filling, sales, and intent recognition

-Ensure seamless integration and interaction with users through natural language processing and understanding

Workflows AI

-Create and optimize AI-powered workflows to automate and streamline business processes

Voice AI

-Focus on VOIP technology with an emphasis on low latency and high-quality voice interactions

-Fine-tune voice models for clarity, accuracy, and naturalness in various applications

Support AI

-Integrate AI solutions with FreshDesk and ClickUp to enhance customer support and ticketing systems

-Develop tools for automated response generation, issue resolution, and workflow management

Platform AI

-Oversee AI training, billing, content generation, funnels, image processing, and model evaluations

-Ensure scalable and efficient AI models that meet diverse platform needs and user demands

Roles & Responsibilities

People Leadership and Team Development

-Mentor and coach senior engineers, fostering a culture of learning and growth

-Lead performance evaluations and provide constructive feedback to ensure career development

-Build and maintain a resilient, high-performing team capable of delivering AI innovations at scale

Execution & Strategic Delivery

-Lead long-term project planning and execution strategies, setting clear milestones and deliverables

-Drive process improvement by implementing efficient patterns, frameworks, and systems

-Ensure teams are set up for high performance and fast-paced, flexible delivery

Product and Technology Oversight

-Oversee the development and scaling of AI-driven products, maintaining high engineering and product quality

-Drive innovation in AI, ensuring that the solutions meet evolving business and customer needs

Business Alignment and Vision

-Collaborate with cross-functional teams to define product strategy and business goals for AI technologies

-Design open, flexible architectures that anticipate future business needs and scalability challenges

Qualifications

-Proven experience in leading large-scale AI-driven projects and teams

-Expertise in large-scale conversational agents and response evaluation frameworks

-Deep understanding of retrieval-augmented generation (RAG), including knowledge graphs, chunking, and reranking strategies

-Extensive experience with Node.js 

-Bachelor’s degree or equivalent in Engineering, Computer Science, or a related field

-7+ years of engineering experience, with at least 2+ years in leadership or management roles

-Strong leadership, communication, and problem-solving skills

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.

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 500K 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:

The Expansion Products team is responsible for driving volumetric & usage based upgrades and upsells within the platform to maximize revenue potential (apart from the subscription revenue). 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 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 System, email system, online listing integration, WordPress Hosting, Memberships & Courses, Mobile Apps, etc.

About the Role:

We’re looking for a skilled Senior Software Engineer for Membership Platform and help us take our platform’s infrastructure to the next level. In this role, you'll focus on keeping our databases fast and reliable, improving and managing the infrastructure, and reducing technical debt so we can scale smoothly as we grow. You’ll play a key part in ensuring our platform is stable, secure, and easy for our product teams to work with. This is an exciting opportunity to work on large-scale systems and make a direct impact on the experience of millions of users.

Responsibilities:

• Optimize and manage scalable databases to ensure high performance and reliability.
• Automate and maintain infrastructure using IaC tools, CI/CD pipelines, and best security practices.
• Identify, prioritize, and address technical debt to improve performance and maintainability.
• Implement monitoring and observability solutions to support high availability and incident response.
• Collaborate with cross-functional teams and document processes, mentoring engineers and sharing knowledge.
• 
  

Qualifications:

• Bachelor’s degree in Computer Science, Engineering, or equivalent experience.
• 4+ years in platform engineering, with expertise in large-scale databases and infrastructure.
• Experience in Full stack engineering with Node.js and modern Javascript frameworks like Vue.js[preferred], React.js, Angular.
• Strong background in cloud platforms (AWS, GCP, or Azure)
• 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
• Experience with monitoring tools (e.g., Prometheus, Grafana) and containerization (Docker, Kubernetes a plus) and video streaming knowledge is a plus.

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:

As the Manager of the Trial Experience Team, you will be at the forefront of having value driven conversations with customer-facing employees and leads. You will lead and develop your team, bringing strategic thinking and organization to the role. You will monitor and drive your team’s KPIs, thriving in a high-accountability environment and leveraging your expertise in managing individuals and teams.

As a passionate people leader, you will jump at the opportunity to create consistent business processes and support the team by guiding them toward their goals with the HighLevel platform. You will ensure exceptional engagement from the start of trials and foster a results-oriented, collaborative environment. By developing a team of knowledgeable experts, you will provide customers with strategic insights, ensuring their success and alignment with business strategies.

Roles & Responsibilities

What You’ll Be Doing:

• Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture
• Lead to ensure your team is successful by coaching, developing, inspiring and holding them accountable against established KPIs, policies and procedures - measure and provide detailed analysis on success against team’s growth KPIs and metrics
• Support and identify process improvements and alternative solutions to drive team efficiency, productivity and engagement Being able to interpret data that translates into action to improve the team
• Conduct consistent and impactful performance conversations, conflict management, constructive/subjective feedback, and coaching with team members, leads, and managers while fostering a high-performance culture that inspires the desire to succeed
• Responsible for providing your teams with technical resources and advice, resolving problems, and disseminating advisories, warnings, and corrective action plans when warranted
• Crafting and delivering warnings and corrective action plans, as needed.  Effectively build the morale of a group in a team setting that fosters the successful completion and achievement of team goals
• Effectively build the morale of a group in a team setting that fosters the successful completion and achievement of team goals
• Serve as an influential leader by demonstrating professionalism, operating in a fast-paced environment, taking ownership of your team’s success, and fostering a team culture of encouraging growth, innovation, and proactive problem solving
• Act as an escalation point for high severity customer and team member issues that arise from within the team, directly from customers, or from other HighLevel functions
• Be readily available with cameras on throughout the shift to assist customers and team members via Zoom
• 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:
• Bachelor’s Degree or Equivalent SaaS Experience is strongly preferred
• 5+ years of progressive experience leading fast-paced, results driven, customer-facing teams for a SaaS or Product-Led Growth startup company preferred
• 3+ years of experience with staffing/hiring, performance management, career conversations, coaching and developing front-line employees and junior managers required
• You are a true people manager at heart, you love mentoring, leading and contributing to the professional development of those around you
• A strong technical aptitude to help our users succeed with the HighLevel software
• Strong collaboration, time-management and prioritization skills are critical to the success of this role
• The ability to build and maintain strong relationships internally with senior leadership, teams and customers
• Strong experience using data/analytics tools to solve problems, measure the impact of your work, develop new projects and drive demonstrable customer and team success
• Ability to collaborate and influence cross-functional teams and champion new concepts and ideas
• Demonstrated approach to problem solving and conflict management
• Must be a go-getter, not afraid to ask questions, and take accountability for your results and your team’s results
• Demonstrated experience to learn quickly and apply new technologies to solve problems and bring these lessons to a team of direct reports
• Ability to develop and maintain deep knowledge of customers, data, business, and markets
• Demonstrated ability to communicate well with colleagues, subordinates, and customers, both written and oral
• Experience working with and or ability to learn the use of various CRM Systems
• Working knowledge of topics such as Social Media Management, Social Media Advertising, Website/Funnel Building, and SEO
• Working Knowledge of the following applications: Google Suite, Zoom, Facebook, Instagram, Slack, Linkedin and other social media

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

CUSTOMER OBSESSION

• Dedicated to ensuring team members act with customers in mind
• Empowers team members to utilize customer insights to drive & guide improvements for our product and services
• Strives to build a customer-focused culture by consistently ensuring customer expectations are met or exceeded
• Ensure your teams' customer commitments are met or exceeded
• Serves as a strategic partner to build, grow, and maintain long lasting customer relationships

 DRIVE FOR RESULTS

• Drives self and team towards action oriented results
• Embraces and demonstrates inspirational leadership during times of ambiguity or change
• Seizes opportunities and is not fearful of acting quickly to address problems and challenges
• Coaches and motivates their teams to attain company KPI's 

GOOD TO GREAT TEAMS

• Encourages the team to have learning opportunities to develop their skills
• Empowers the team to improve efficiencies as it relates to products, services and process improvements
• Fosters an environment of innovation and improvementChallenges the team to ideate on ways to "make the boat goes faster"

DO WHAT IS RIGHT

• Models high standards of honesty and integrity
• Takes ownership for all decisions regardless of the outcome
• Acts with the customer, team and company in mind
• Follows through on commitments and makes sure others do the same

DEVELOPING TEAMS

• Effectively develops, coaches and motivates their team members
• Creates a culture of appreciation by sharing wins and successes
• Ensure individual strengths and expertise are recognized and valued within the team
• Creates a climate in which people want to do their best by encouraging participation, input and driving the team towards solutions
• Focused on ensuring team goals are met or exceeded by empowering direct reports and holding them accountable for their KPI's
• Identify, develop, nurture and grow talent within the team

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.

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.

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 30 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 200 Terabytes of data across 5 Databases.

About the role:

We are seeking an experienced and dynamic Associate Director of Platform to lead our platform engineering team. This role will be responsible for overseeing the development, scaling, and maintenance of our platform infrastructure, with a specific focus on database management, data engineering, security, and observability. The ideal candidate will have a strong technical background, exceptional leadership skills, and a proven track record of managing high-performing engineering teams.

Role and Responsibilities :

Team Leadership & Management:

-Lead, mentor, and manage a team of platform engineers, fostering a culture of collaboration, innovation, and continuous improvement.

-Conduct regular one-on-ones, performance reviews, and career development sessions with team members.

-Provide technical guidance and support to the team, ensuring best practices in software development, system architecture, and operations.

-Oversee the design, development, and deployment of scalable and reliable platform solutions.

Data:

-Manage databases including MongoDB, ElasticSearch, Redis, and Firestore.

-Oversee backups, restores, disaster recovery, and security (VPC and VPN).

-Develop and maintain ETL pipelines, storage dumps, and data warehouses.

-Handle storage solutions such as GCloud Storage, S3, CDN (caching and invalidation), and manage data & storage archivals.

Compliance:

-Ensure compliance with SOC 2, GDPR, PCI DSS, HIPAA, and oversee MSSP, pen testing, and endpoint protection.

Platform Services:

-Design APIs and cloud functions, manage rate limiting, job scheduling, and load testing.

-Maintain dev environments, logging, base worker, events, sockets, and distributed tracing.

Security:

-Implement application security measures including IAM (AuthN & AuthZ), RBAC testing, CAPTCHA, and key chain management.

-Oversee DDOS protection, MSSP, SonarQube scans, runtime security, VPN, and dev device policy.

Observability:

-Set up alerting for all cloud resources, manage incident and on-call management, and ensure uptime monitoring.

-Utilize Prometheus, Grafana, and Mimir for observability.

CI/CD:

-Manage Jenkins, Helm Charts, and frontend architecture for continuous integration and deployment.

Backend Services:

-Oversee backend services including Auto SSL, domain reputation management, Kubernetes, and AppEngine.

Network Management:

-Manage load balancers, subnets, VPC, Istio Service Mesh, certificates, and cloud projects.

Project Management:

-Plan, prioritize, and manage multiple projects and initiatives, ensuring timely and efficient delivery.

-Collaborate with cross-functional teams to gather requirements, define project scopes, and set realistic timelines.

Quality & Performance:

-Establish and maintain high standards of code quality, performance, and reliability.

-Implement and monitor key performance indicators (KPIs) to track the success and health of the platform.

Budget & Resource Management:

-Manage the platform engineering budget, ensuring efficient allocation of resources.

-Identify and recruit top talent to expand the platform engineering team as needed.

Qualifications:

-Bachelor's degree or equivalent experience in Engineering or related field of study

-9+ years of experience in software engineering, with at least 3 years in a managerial role

-Proven experience in building and scaling platform infrastructure in a fast-paced environment

-Strong background in system architecture, cloud services (e.g., AWS, Azure, Google Cloud), and DevOps practices.

-Excellent leadership and team management skills, with a focus on mentorship and professional development.

-Strong problem-solving and analytical skills.

-Outstanding communication and interpersonal abilities.

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 30 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 200 Terabytes of data across 5 Databases.

About the role:

We are seeking an experienced Associate Director to Lead our cutting-edge Generative AI initiatives. In this role, you will oversee multiple AI teams, drive innovation, and ensure alignment with business goals. You will focus on building robust AI solutions and scaling AI-driven products to meet diverse customer and business needs, all while maintaining a strong emphasis on people management and team development.

Team-Specific Focus Areas:

Conversations AI

-Develop AI solutions for appointment booking, forms filling, sales, and intent recognition

-Ensure seamless integration and interaction with users through natural language processing and understanding

Workflows AI

-Create and optimize AI-powered workflows to automate and streamline business processes

Voice AI

-Focus on VOIP technology with an emphasis on low latency and high-quality voice interactions

-Fine-tune voice models for clarity, accuracy, and naturalness in various applications

Support AI

-Integrate AI solutions with FreshDesk and ClickUp to enhance customer support and ticketing systems

-Develop tools for automated response generation, issue resolution, and workflow management

Platform AI

-Oversee AI training, billing, content generation, funnels, image processing, and model evaluations

-Ensure scalable and efficient AI models that meet diverse platform needs and user demands

Roles & Responsibilities

People Leadership and Team Development

-Mentor and coach engineering managers and senior engineers, fostering a culture of learning and growth

-Lead performance evaluations and provide constructive feedback to ensure career development

-Build and maintain a resilient, high-performing team capable of delivering AI innovations at scale

Execution & Strategic Delivery

-Lead long-term project planning and execution strategies, setting clear milestones and deliverables

-Drive process improvement by implementing efficient patterns, frameworks, and systems

-Ensure teams are set up for high performance and fast-paced, flexible delivery

Product and Technology Oversight

-Oversee the development and scaling of AI-driven products, maintaining high engineering and product quality

-Drive innovation in AI, ensuring that the solutions meet evolving business and customer needs

Business Alignment and Vision

-Collaborate with cross-functional teams to define product strategy and business goals for AI technologies

-Design open, flexible architectures that anticipate future business needs and scalability challenges

Qualifications

-Extensive hands-on experience with Node.Js and Vue.js (or React/Angular)

-Majority of experience in a SAAS company is a huge plus

-Experience in leading large-scale AI-driven projects and teams is a plus

-Experience in large-scale conversational agents and response evaluation frameworks

-Bachelor’s degree or equivalent in Engineering, Computer Science, or a related field

-9+ years of engineering experience, with at least 3+ years in leadership or management roles

-Strong leadership, communication, and problem-solving skills

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.

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: 

You are looking for an opportunity to bring your creative, organized, and strategic thinking to an impactful senior-level managerial role that allows you to lead, develop, and grow our Premium support team. You will monitor and own your team’s KPIs, while consistently driving and tracking towards optimal results.

To be successful in this role, you will exemplify our “customer obsessed” ethos and demonstrate best in class customer service and support practices. You are comfortable leading in a high-performance, high-accountability environment, and will leverage your excellent leadership skills and working knowledge of people/team management and the SaaS landscape to serve you well as you lead several teams of customer support representatives. You will be responsible for managing teams operating across multiple shifts, ensuring smooth and continuous support

Roles, Responsibilities & Requirements

What You’ll Be Doing:

• Supervise a team of Customer Support Managers focused on solving customer issues and achieving high levels of customer satisfaction
•  Support the organizational goals and participate in business planning activities such as staffing, goal setting, and resource planning
• Lead and ensure your managers and teams are successful by coaching, developing, inspiring and holding them accountable against established KPIs, policies and procedures - measure and provide detailed analysis on success against team’s growth KPIs and metrics
• Conduct consistent and impactful performance conversations and coaching sessions with team members and managers
• Responsible for providing your teams with technical resources and advice, resolving problems, and disseminating advisories, warnings, and corrective action plans when warranted
• Delegate and assign responsibilities and tasks based on team member strengths to foster an exceptional customer experience. 
• Identify and implement process improvements and alternative solutions to drive team efficiency, productivity and engagement. 
• Serve as an influential leader by demonstrating professionalism, operating in a fast-paced environment, taking ownership of your team’s success, and fostering a team culture of encouraging growth, innovation, and proactive problem solving. 
• Monitor 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
• Confidently work with large amounts of data and have a data-minded approach to resource planning, goal setting, and analyzing its outcomes
• Partner with the Associate Director of Customer Support regarding forecasting, budget management, optimization of talent and resources, and the impact
• Manage projects involving complex work streams and cross-functional collaboration - Communicate and collaborate with internal departments to create and confirm efficient workflows and relationships
• Improve customer service quality results by collaborating with your team of managers to study, evaluate, and redesign processes; establish and communicate service metrics; monitor and analyze results; and implement change
• Update job knowledge and managerial skills 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 and team member issues that arise from within the team, directly from customers, or from other HighLevel functions
• 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:

• BA/BS in a relevant field or equivalent managerial experience in the Account/Business Relationship Management domain required.
• 5+ years of experience leading a fast-paced, results driven team for a SaaS or Product-Led Growth startup company preferred.
• 5+ years of experience with staffing/hiring, performance management, career conversations, coaching and developing front-line employees and junior managers required
• You are a true people manager at heart, you love mentoring, leading and contributing to the professional development of those around you.
• Prior experience partnering and influencing customers and team members in developing their strategic direction
• Prior experience exercising and utilizing project management skills to identify and align strategies and new processes that will impact the customer experience. 
• Strong collaboration, time-management and prioritization skills are critical to the success of this role
• The ability to build and maintain strong relationships internally with senior leadership, teams and customers
• Strong experience using data/analytics tools to measure the impact of your work and develop new projects
• Ability to collaborate and influence cross-functional teams and champion new concepts and ideas
• A strong technical aptitude to help our customers succeed with the HighLevel software
• Experience working with and or ability to learn the use of various reporting tools to leverage data, analytics and automation to drive demonstrable customer and team success
• Strong customer facing communication skills
• Demonstrated approach to problem solving and conflict management
• Must be a go-getter, not afraid to ask questions, and take accountability for your results and your team’s results. 
• Working Knowledge of the following applications strongly preferred: Google Suite, Zoom, Slack, Excel, Spreadsheets, Mac, etc
• Experience managing teams in different shifts is highly preferred

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:

As an Advisor your sole responsibility is positioning yourself as the subject matter expert on software business growth through the effective use of technology. The Advisor utilizes their expertise in business process/change management and software technologies by implementing software best practices and ensuring adoption and success with HighLevel software. Including detailed onboarding playbooks and building relationships with customers, business needs, and company.

Requirements:

• Listen and fully understand customer requirements and ‘pain points’ and translate customer requirements into implementation plans.
• Develop, coordinate, and execute implementation/upgrade/conversion project plans, task schedules, and resource activities to ensure on-time and effective project delivery.
• Design, create and manage applications, and software integration/migration deployments.
• Implementation services are delivered within scope or manage any changes in project scope, plans.
• Identify potential issues and collaborate with leadership when needed, to develop contingency
• Working with other departments and personnel to ensure information on customer needs are communicated.
• Follow up relentlessly with lagging or non-engaging accounts to ensure they implement HighLevel successfully in their business.
• Assist in Educational webinars, workshops, and more.
• Staying up to date with product features and releases.
• Identifies opportunities to streamline procedures, enhance revenue and improve product efficiency.
• Updates customer journey playbooks.
• Demonstrate technical acumen to convert plans into workable solutions.
• Communicate a passion for customer success with a team player attitude.
• Monitor, anticipate, and exceed customer adoption and usage metrics (i.e., renewals and net promoter scores).
• Conduct analysis of approved customer content and create a transition plan or migration plan.
• Advise customers on best practices, risks, and changes that impact institutional processes and timelines.
• Responsible for driving consulting milestones and achieving the agreed-upon implementation
• schedule.
• Provide guidance to customers to address critical and/or outstanding issues impacting the
• successful Implementation.
• Actively lead the consulting engagement throughout the implementation.
• Drive collaboration between internal functional teams and customers to achieve milestones and deliverables.
• Handle basic support requests during the implementation phase.
• Develop a strong rapport with new accounts to ensure they are enthusiastic about HighLevel and set up for long-term success.
• Always looking for ways to improve our onboarding delivery.
• Maintain product knowledge and consistent education.
• Cross-training with other success functions.
• Other duties may be assigned and/or modified as business needs change

Responsibilities:

• Associate degree or equivalent work experience and a minimum of two years of Customer success/software implementation/consulting experience or technical support.
• 2-3 years of experience using HighLevel or other similar vertical solutions.
• Strong skills, tact and diplomacy in dealing with sensitive customer issues, with exceptional follow-through ability and communication skills.
• Ability to handle multiple tasks in a fast-paced environment.
• Knowledge of internal systems preferred (HighLevel, Freshdesk, etc.).
• Strong understanding and proficiency in software solutions and professional service offerings.
• 2+ years of customer consulting work experience preferred.
• 2+ years of marketing experience is a plus!
• Strong verbal and written communication skills.
• IT technical skills and platform integrations.
• Experience in managing a diverse group and training each according to company standards.
• Great communication skills, verbal, written, and presentation capabilities with both customers and leadership.
• Self-starter, with a strong sense of ownership, assertive follow-through, and a passion for the highest level of customer satisfaction.
• Ability to handle the ambiguity that arises from time to time in a dynamic and fast-paced collaborative work environment.
• Strong analytical and organizational skills with superior attention to detail.
• Ability to produce high-quality documents, SOP’s and customer journey Playbooks.
• Strong computer literacy, including MS Office Suite, Internet applications, and comfort and ability

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.

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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:

Work with scale, our infrastructure handles around 30 Billion+ API hits, 20 Billion+ message events, and more than 200 TeraBytes of data

About the role:

Seeking a seasoned Full Stack Developer with hands-on experience in Node.js and Vue.js (or React/Angular). You will be instrumental in building cutting-edge, AI-powered products along with mentoring or leading a team of engineers.

Team-Specific Focus Areas:

Conversations AI:

-Develop AI solutions for appointment booking, forms filling, sales, and intent recognition

-Ensure seamless integration and interaction with users through natural language processing and understanding

Workflows AI:

-Create and optimize AI-powered workflows to automate and streamline business processes

Voice AI:

-Focus on VOIP technology with an emphasis on low latency and high-quality voice interactions

-Fine-tune voice models for clarity, accuracy, and naturalness in various applications

Support AI:

-Integrate AI solutions with FreshDesk and ClickUp to enhance customer support and ticketing systems

-Develop tools for automated response generation, issue resolution, and workflow management

Platform AI:

-Oversee AI training, billing, content generation, funnels, image processing, and model evaluations

-Ensure scalable and efficient AI models that meet diverse platform needs and user demands

Responsibilities:

• REST APIs - Understanding REST philosophy. Writing secure, reusable, testable, and efficient APIs.
• Database - Designing collection schemas, and writing efficient queries
• Frontend - Developing user-facing features and integration with REST APIs
• UI/UX - Being consistent with the design principles and reusing components wherever possible
• Communication - With other team members, product team, and support team

Requirements:

• Expertise with large scale Conversation Agents along with Response Evaluations
• Good hands-on experience with Node.Js and Vue.js (or React/Angular)
• Experience of working with production-grade applications which a decent usage
• Bachelor's degree or equivalent experience in Engineering or related field of study
• 5+ years of engineering experience
• Expertise with MongoDB
• Proficient understanding of code versioning tools, such as Git
• Strong communication and problem-solving skills

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.

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:

The Expansion Products team is responsible for driving volumetric & usage based upgrades and upsells within the platform to maximize revenue potential (apart from the subscription revenue). 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 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 System, email system, online listing integration, WordPress Hosting, Memberships & Courses, Mobile Apps, etc.

About the Role:

We are looking for an experienced software engineer with strong technical and communication skills who has developed full stack web apps, 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 & courses
• Taking the lead in designing, developing and managing APIs, services
• Creating / customizing various components and web applications in Vue.js
• Work with a great team of developers, designers and QA testers
• Reviewing, writing clean, tested, manageable code for services that scale to affect thousands of users everyday
• Troubleshoot, test, and maintain the core product software and databases to ensure strong optimization and functionality

Qualifications:

• Solid Experience in Full stack engineering with Node.js and modern Javascript frameworks like Vue.js[preferred], React.js, 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.

About the Role:

The Manager of Customer Success is responsible for leading and inspiring the Customer Success team. The Manager of Customer Success is the key champion for ensuring HighLevel customers’ end-to-end lifecycle experience is exceptional. The goal is to maximize customer lifetime value through retention and own the “voice of customer” as part of HighLevel’s overall customers for life vision. The manager of Customer Success will be focused on ensuring the highest levels of customer success and end-user adoption as measured by retention, renewals and CLTV, and advocacy of HighLevel’s product and services. The Manager of Customer Success is a central role raising the voice of customer to a roar within HighLevel utilizing internal “HealDesk"; processes and communications 

Requirements:

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

Responsibilities:

• Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture.
• Accomplishes customer success 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.
• Help to develop a proactive approach to customer success by defining customer churn risk criteria
• Develop and lead proactive out-reach programs that drive greater adoption of new features and optimization of current customer implementations
• Facilitate industry-leading “voice of the customer” processes including feedback channels and continuous improvement methods to enhance customer experience.
• Drive business improvements based on customer feedback
• Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement
• Devise a customer contact methodology to monitor and improve renewal/retention rates
• Interpret data that translates into action to improve the team.
• Can include managing or engagement with enterprise accounts
• Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities
• Coach team on customer success best practices and training
• Provide continuous knowledge growth opportunities for Highlevel features and products
• Collaborate with cross-functional teams to ensure visibility and alignment
• Work with Product to prioritize customer features and requests
• Managing customer complaints, CSAT results and relationships to assure customers satisfaction.
• Facilitate proper delegation to team members in the proper roles.
• Building SOPs, Playbooks and KPIs for Team and Department and report on KPI achievement
• Build out a road map for successful implementations and ongoing support of this process and product engagement for team
• Serve as an escalation point for critical recruiting issue resolution
• Serve as an escalation point for at risk customers to promote product and resources that will help them be successful
• Collaborate with product team by providing status updates and customer feedback
• Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customers
• Continued optimization of current process and future ideals