Manager – People And Culture (HR)

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.

Primary Skills – SDA, DNAC, Cisco ISE, Routing and switching and Troubleshooting NAC, 802.1x, Supplicant configuration, 

Switching Skills- IOS upgrade, SNMP, VLAN, STP, VSL

Routing Skills-OSPF, BGP, ISIS

Network Monitoring Tools- Cisco Prime (Integration, monitoring, and troubleshooting)

1. Must have hands on experience in Implementing NAC,802.1x (Wired & Wireless)
2. Strong knowledge on CAMPUS LAN Architecture and implementation
3. Hands on experience in Routing, Switching, Cisco SDA, DNAC, Cisco ISE, Assurance
4. Working experience in Cisco prime infra, Monitoring, Integration and Heat map generation
5. Should have detailed technical understanding, troubleshooting of STP protocols (STP, PVST, RSTP, MSTP)
6. Perform IOS upgrades on Switches and WLCs
7. Troubleshoot skills on Quality of Service, Multicast and HSRP, Dot1x protocols, IPSLA
8. Troubleshooting skills on Cisco VSS, VSL and stacking technologies 
9. Should have detailed technical understanding, troubleshooting and support of, Routing protocols (OSPF, BGP), MPLS in an enterprise environment.
10. Perform root cause and troubleshoot network outages
11. Should be proficient in Wireless technology, implementation, and troubleshooting
12. Deliver reports on the actions performed.
13. Hands-on experience with the networking products Like Cisco 6800, 9500,9400,9300, 3800, 2960x and 3650 switches. Juniper EX8200,EX4200,EX3300 and EX2200 switches
14. Strong ability to troubleshoot complex network issues and Identify, diagnose, and resolve different types of network problems.

Secondary Skills –

1. CCNP Certification
2. Project Management: Managing individual network projects within the scope of the Network Team
3. Excellent technical and business communication skills, both oral and written

Develop and maintain application documentation and coding standards that are clear, accurate and detailed. Troubleshoot .NET issues and provide debugging support as needed. Maintain communication with key players on development process and communicate complex technical information to non-technical audiences. Provide mentorship and support to other employees

·       Hands on Experience on HTML, jQuery, JavaScript, MongoDB, NoSQL, Azure/Google Cloud Components

·       HTML: Elements and attributes, HTML Structures

·       jQuery: Functions and events, class based, ID based and attributes-based events, effects, JSON serialization and deserialization, JSON data preparation, AJAX Calls, async functions‍

·       JavaScript: For Loops, Filters, JSON Data Mapping

·       Expert on C# (.Net Core & Asp.NET MVC) and MongoDB

Deep-Rooted.Co is on a mission to get Fresh, Clean, Community (Local farmer) produce from harvest to reach your home with a promise of quality first! Our values are rooted in trust, convenience, and dependability, with a bunch of learning & fun is thrown in.

Founded out of Bangalore by Arvind, Avinash, Guru and Santosh, with the support of our Investors Accel, Omnivore & Mayfield, we raised $7.5 million in Seed, Series A and Debt funding to date from investors including ACCEL, Omnivore, Mayfield among others.

We began our journey in August 2020. Deep-Rooted.Co is helping transform the Agri tech space in India and we are looking to build out our design team. We are a Demand-backed supply chain for perishables that is focused on quality, consistency, traceability, and a high degree of predictability. We work closely with our farming commuting enabling fresh vegetables to reach our customers. We are growing at breakneck speed and are rapidly expanding into new markets across India over the next 6 to 18 months. We deliver fresh-off-the-farm produce to our customers’ doorstep within just 16 to 20 hours of harvest to millions of people in Bangalore, Hyderabad, and Chennai. On a journey of expansion to newer cities which will be managed seamlessly through a Tech platform that has been designed and built to transform the Agri-Tech sector.

Deep-Rooted.Co is committed to building a diverse and inclusive workplace and is an equal-opportunity employer.

Purpose of the role:

• As a start-up, we have multiple flutter apps used by customers and operation folks. We need you to enlist various scenarios and automate their test cases.
• We release continuously every week; regression suite and exploratory test suites are extremely important for you to develop and maintain.
• Our web interfaces include those used by operations and our customer-facing websites. Testing the same and automation will be owned by you.
• Transform data in a format that aids easy decision-making for Product, Marketing and Business Heads.
• Understand the business problem, validate the same using the technology and certify for production - no hand-offs - full path to production is yours.
• You will deal with mobile-based front-ends, web front ends, REST APIs, and deal with the growing challenges.

Technical Expertise:

• Good knowledge and experience with programming languages - Dart, Flutter.
• Good knowledge and experience with mobile app testing/web app testing
• Experience with automation testing frameworks - Flutter Test and Playwright (Web)
• Experience GCP cloud platform
• Experience with testing Approaches - Exploratory, Edge Case, and Automation.
• Ability to create Test Plans and Test cases given business scenarios and features.
• Have a passion for technology and computer science!! - We need an engineer with fire in the belly!!

We are looking for an experienced Digital Marketing Executive to assist in the planning, execution and optimization of our online marketing efforts. The promotion of products and services through digital channels is a complex procedure with great potential which becomes increasingly useful for companies such as ours.

The ideal candidate will have a passion for all things marketing and technology. You will be well-versed in the concepts surrounding digital marketing and how the Internet can become a strong asset to securing growing revenue. You will be tech-savvy and intuitive with great ideas to reinforce our marketing campaign.

• Assist in the formulation of strategies to build a lasting digital connection with consumers
• Plan and monitor the ongoing company presence on social media (Twitter, Facebook etc.)
• Launch optimized online adverts through Google Adwords, Facebook etc. to increase company and brand awareness
• Be actively involved in SEO efforts (keyword, image optimization etc.)
• Prepare online newsletters and promotional emails and organize their distribution through various channels
• Provide creative ideas for content marketing and update website
• Collaborate with designers to improve user experience
• Measure performance of digital marketing efforts using a variety of Web analytics tools (Google Analytics, WebTrends etc.)
• Acquire insight in online marketing trends and keep strategies up-to-date
• Maintain partnerships with media agencies and vendors

• A Golang developer role is to build optimized, scalable, and modular software using required technologies. You are tasked with developing and coding back-end components and connecting applications to other web services.

• Research and test new technologies
• Collaborating with others to build and develop a quality
• Monitoring and Oversee company’s data
• Managing users and user roles
• Detecting, announcing, and correcting errors
• Proposing alternative solutions

• To cooperate with other stakeholder to design, develop, test, release and improve services
• Maintain development standards, practices & principles
• Build scalable and maintainable software
• Analytical approach on what and how

• At least 4 years of experience with Golang.
• Have expertise in implementing micro services (using tools and technologies for messaging, RPC, containerization, etc.)
• Experience working with SQL/NoSQL databases, ability to write complex queries and optimize them
• Understanding of containerization technologies (Docker, RKT, Kubernetes, etc.)
• Basic experience with CI/CD systems (Jenkins, TeamCity, GoCD, Concourse, etc.)
• Basic experience working with AWS/Google Cloud

The IT Infrastructure Analyst is responsible for working on assigned projects and technical initiatives in an efficient/effective manner.  The IT Infrastructure Analyst must possess a high degree of technical knowledge regarding server & storage systems and associated technology tools for managing them.

The individual is expected to be able to manage and support infrastructure systems as necessary, perform troubleshooting, build new systems, and monitor data center environments.

Must have:

8-12 years’ experience in IT infrastructure management

Expertise in Dell Server Environments (Dell Hardware & Management system - Open Manage)

Expertise in VMWare (Vcentre setup and management)

Expertise in Windows server and storage

Expertise in EMC (now Dell) SAN and NAS devices

Good Linux skills (basic troubleshooting skills on Linux servers CentOS)

Good networking skills (troubleshooting skills)

Familiarity with Data Center Environmentals (Power, UPS, Cooling etc.)

Good to have:

• Experience with hyper-converged infrastructure such as Nutanix
• Experience and familiarity with Dell networking technology.
• Experience and familiarity with AWS