Product Analyst

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.

Responsibilities

• Work with large and complex blockchain data sets and derive investment relevant metrics in close partnership with financial analysts and blockchain engineers.
• Apply knowledge of statistics, programming, data modeling, simulation, and advanced mathematics to recognize patterns, identify opportunities, pose business questions, and make valuable discoveries leading to the development of fundamental metrics needed to evaluate various crypto assets.
• Build a strong understanding of existing metrics used to value various decentralized applications and protocols.
• Build customer facing metrics and dashboards.
• Work closely with analysts, engineers, Product Managers and provide feedback as we develop our data analytics and research platform.

Qualifications

• Bachelor's degree in Mathematics, Statistics, a relevant technical field, or equivalent practical experience (or) degree in an analytical field (e.g. Computer Science, Engineering, Mathematics, Statistics, Operations Research, Management Science)
• 3+ years experience with data analysis and metrics development
• 3+ years experience analyzing and interpreting data, drawing conclusions, defining recommended actions, and reporting results across stakeholders
• 2+ years experience writing SQL queries
• 2+ years experience scripting in Python
• Demonstrated curiosity in and excitement for Web3/blockchain technologies

- Budget - Up to 7.5 LPA + Incentives for experienced candidates and Fixed compensation of 5 LPA + incentives to Freshers.
- Location - Gurugram/Bangalore (Work From Home Until Further Notice) 

Ed-Tech Experience (Preferable, Not Mandatory)

Roles and Responsibilities : 

Your primary job responsibility will include (and not limited to): 

• Driving inquiries and admissions for the online and blended learning programs offered
• Looking after the entire sales lifecycle: starting from engaging with leads till the final conversion
• Counseling professionals via call, email, or in-person and suggesting the best course for prospective students
• Updating and maintaining MIS reports
• Coordinating with the marketing team to fine-tune marketing plans related to admissions
• The Employee will be involved in inside sales.

Skills : 

- A graduate.

- Prior experience in sales preferred.

- Freshers (Some internship experience should be there)

- Excellent interpersonal and communication skills.

We are seeking a skilled NestJS/PostgreSQL Developer to join our development team. As a NestJS/PostgreSQL Developer, you will be responsible for designing and implementing server-side applications, APIs, and databases using NestJS framework and PostgreSQL. You will work closely with other developers, stakeholders, and project managers to deliver high-quality software solutions.

Responsibilities:

1. Develop server-side applications and APIs using the NestJS framework.
2. Design and implement efficient and scalable database schemas using PostgreSQL.
3. Collaborate with front-end developers to integrate server-side logic with the user interface.
4. Write clean and maintainable code following best practices and coding standards.
5. Conduct code reviews and provide constructive feedback to improve code quality.
6. Optimize application performance and troubleshoot any issues or bugs.
7. Work closely with stakeholders to understand requirements and translate them into technical solutions.
8. Participate in the entire software development lifecycle, including planning, designing, coding, testing, and deployment.
9. Stay up-to-date with the latest trends and technologies in web development, NestJS, and PostgreSQL.

Requirements:

1. Bachelor's degree in Computer Science, Engineering, or a related field.
2. Proven experience (2-5 years) in server-side application development using NestJS framework.
3. Strong knowledge of TypeScript and JavaScript.
4. Experience with PostgreSQL or other relational databases.
5. Proficiency in building and consuming RESTful APIs.
6. Familiarity with Git version control system.
7. Good understanding of software development principles, design patterns, and best practices.
8. Excellent problem-solving and debugging skills.
9. Strong communication and collaboration skills.
10. Ability to work independently as well as in a team environment.

Preferred Qualifications:

1. Experience with other JavaScript frameworks such as Angular or React.
2. Knowledge of microservices architecture and containerization (e.g., Docker).
3. Familiarity with cloud platforms like AWS, Azure, or GCP.
4. Experience with testing frameworks (e.g., Jest, Jasmine).
5. Understanding of Agile/Scrum development methodologies.

About Hamleys:

Hamleys is not just a Toy Store but an entire Toy experience. Currently there are more 125 stores in India and we are present in more than 20 countries. 365 days of play is the brand philosophy of Hamleys. At Hamleys we believe in giving our customers an Instore experience that helps him build memories for lifetime.

Job Title: Fun Consultant

Grade: A1

Role:

• Warmly welcome and approach each customer – customer’s inclination to shop starts right from the first step & eye contact.
• Believes and lives the attitude of “Sheer customer delight” – go beyond
• To efficiently adhere to all “company procedures and policies.”
• To work with the team to achieve award winning “customer service.”

Key Responsibilities:

• Contribute to achieve store KPIs.
• Utilize the knowledge of trends and guide each customer on “what suits better” – in line with the customer needs, individuality and product range.
• Believes and lives the attitude of “Sheer customer delight” – go beyond

Desired Skills & Abilities

• Superior understanding of Indian retailing and global trends.
• Good communication and interpersonal skills - understand customer needs
• Good at relationship building - conversion to sales
• Ability to follow brand and store guidelines
• Good operations experience – receiving stock, inventory keeping, cash handling etc.

• Complete and end to end management of training and capability building of learners in each cohort and simultaneously running cohorts
• Deep analysis of weekly progress of each individual learner and planning of remediation
• Being a mentor and guide to each individual learner, driving their strengths and addressing skill gaps so each candidate progresses to our standard of excellence in capability
• Planning and ensuring holistic readiness of all learning infrastructure including courseware, platform, labs, projects, domain based contextual learning and business (soft) skills (with support from content and other functions and leadership teams)
• Managing a team of trainers and other resources such as training assistants for optimum resource utilization and delivering best quality industry-relevant training

• At least 10 years experience in training technical areas in computer science and data engineering or cloud
• Experience in managing trainers and managing training operations
• Clear and up to date understanding of job role requirements, talent requirements, especially in data driven technical job roles
• Strong delivery experience will be an added plus

• Smooth onboarding of fellows post recruitment
• Understanding the pre-existing technical and other skills as well as improvement needs in each area throughout training and deployment
• Weekly monitoring of progress as well as key strength and improvement area of each fellow
• Planning remediation in consultation with training head and trainers, weekly/ daily check ins and query resolution to sustain high level of motivation
• Monitoring and taking steps towards maintaining high performance standards post deployment
• Implementing upskilling learning and development initiatives based on individual fellow requirement and ensuring consistent appraisal and manager satisfaction
• Continuously monitoring and improving the Fellows’ performance during training and on-site, as well as analyzing client feedback, upskilling needs, retention and billability

Desired Candidate Profile

• Minimum 10+ years’ experience in managing technical talent in either talent management or technical manager roles
• Training experience desirable
• Awareness of job role skill and capability requirement for data engineer or similar technical job role
• Experience in performance management and employment relations
• Strong coaching and mentoring capabilities
• High data-driven and process oriented mindset
• Strong interpersonal and communication skills
• Excellent relationship building skills
• Ability to influence and persuade and manage difficult conversations
• High levels of confidentiality

• Experienced in salesforce and lightning with good English spoken language.
• Experience in custom development on Force.com platform using Apex, Lightning Components, Visualforce, JavaScript, JQuery, CSS, HTML
• Experience and familiarity with Salesforce out-of-box features including Sales, Service, and Community cloud
• Understanding of best practices and SFDC coding standards

Key Functions & Roles of the Candidate:

• Would be part of core technical team and will be updating the product with new and challenging tasks
• Good understanding of the concepts behind models, collections, and views
• Familiarity with input validation techniques and approaches
• Ability to perform in a fast-paced, deadline-driven environment
• Enthusiasm for innovation in the tech industry, including continuous learning and improvement