Manager, Customer Support at HighLevel Inc. · Remote only · 5 - 9 years · ₹18L - ₹25L / yr · Profitable · Remote only · Posted 30 May 2024
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.
Shubham Vishwakarma
Full Stack Developer - Averlon
About HighLevel Inc.
About
About Us
HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names.
Our People
With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.
Our Impact
As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.
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 IndieFolio
IndieFolio is rethinking the traditional creative agency model by allowing leading brands to assemble custom creative teams, delivering world-class quality. We connect top brands with India's finest creative talent in design, video, and content, leveraging advanced technology and industry expertise to streamline the process. Our curated network of professionals, combined with a data-driven approach, ensures exceptional results and unmatched efficiency. With a proven track record and a commitment to innovation, IndieFolio is transforming how businesses access and collaborate with top-tier creative talent. We are scaling our team and operations, seeking independent, responsible, and accountable individuals to join our dynamic team.
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As an Account Manager, you will work closely with the Key Account Manager to manage client relationships, drive project execution, and ensure smooth coordination across accounts.
This role is ideal for someone who has already worked in account management, client servicing, or project coordination and is now ready to operate with greater ownership and scale. You will get exposure to larger client accounts, more complex projects, and faster responsibility across account execution.
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- Client Coordination & Relationship Management: Build strong client relationships through timely communication, responsiveness, and attention to detail while leading calls, understanding requirements, managing follow-ups, and ensuring confidence in project delivery.
- Account & Project Management: Work closely with the Key Account Manager in managing ongoing client accounts and projects while driving smooth communication, timely follow-ups, and strong execution across teams and stakeholders.
- Talent Coordination & Quality Management: Identify and coordinate the right creative talent for different project needs while applying judgment on quality, fit, availability, timelines, and budget.
- Proposal Building, Pricing & Commercial Support: Support the creation of proposals, scopes, and project plans for client requirements while contributing more actively to pricing discussions, commercial decisions, and project solutioning.
- Reporting & Operations: Track project progress, maintain account updates, and keep documentation organized across proposals, timelines, deliverables, and key account updates while ensuring strong operational discipline across accounts.
Requirements
- 2–4 years of experience in account management, client servicing, project coordination, operations, or a similar role.
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- Highly organized, detail-oriented, and dependable.
- Strong problem-solving ability and comfort handling multiple moving pieces at once.
- Good understanding of project execution, client management, and commercial thinking.
- Ownership mindset with the ability to take initiative and drive things forward.
Why Join Us?
- Work with Leading Brands: Get exposure to some of the biggest brands in India and manage high-quality creative projects at scale.
- Build Real Account Management Depth: Work closely with experienced account leaders while sharpening your skills across client servicing, project management, pricing, proposals, and talent coordination.
- Grow with Responsibility: Take on meaningful responsibility early and build the capability to manage larger accounts and more complex projects over time.
- Vibrant & Collaborative Community: Connect with a passionate team of creative thinkers and innovators who care deeply about quality and execution.
- High-Trust Environment: Be part of a team that values initiative, accountability, and strong execution.
- Remote-First Flexibility: Work in a setup that gives you autonomy while staying closely connected to a collaborative team.
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- Understand IndieFolio’s business model, service lines, clients, and internal workflows.
- Build context on how accounts are managed, how talent is coordinated, and how proposals, pricing, and project execution work.
- Get familiar with tools, reporting formats, communication processes, and the day-to-day rhythm of account management.
Days 31–60 – Active Support & Account Execution
- Work closely with the Key Account Manager across active projects and client accounts while contributing more actively to client coordination, follow-ups, proposals, internal execution, and reporting.
- Build stronger judgment on project workflows, talent decisions, and how account relationships are managed over time.
Days 61–90 – Guided Ownership & Stronger Execution
- Begin taking on greater responsibility across selected accounts, client interactions, and project components with alignment from the Key Account Manager.
- Drive day-to-day execution more independently, contribute more actively to project planning and problem-solving, and demonstrate strong reliability, responsiveness, and judgment in ongoing account management.
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The Franchise Manager is responsible for identifying, developing, and managing franchise business partners to achieve company expansion goals. The role involves driving franchise sales, ensuring operational excellence across franchise outlets, and maintaining strong relationships with franchisees to ensure brand consistency, profitability, and compliance with company standards.
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- Strong business acumen and negotiation skills.
- Excellent communication and interpersonal skills.
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- Ability to travel frequently and manage multiple stakeholders.
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Mandatory (Experience 1): 2+ YOE as a Product Designer, UI/UX Designer in a tech or product startup environment
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Experience in **Terraform** and Infrastructure as code.
Experience in **Helm**
Strong scripting skills in Shell and/or python.
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School of Accelerated Learning (SOAL) India is always on the lookout for industry specialists in the Software Development field in India and around the world for the following roles.
Your experience speaks for you.
Learn more about us here - https://www.schoolofacceleratedlearning.com/
React.js
Redux/FluxJavascript
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Full Stack Developer - Averlon