Support Operations Coordinator

Who We Are:

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.

Our Website - https://www.gohighlevel.com/

YouTube Channel- https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers:

HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel:

We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.

• Who You Are: 
• This position works closely with the Support Operations Manager to coordinate Leadership objectives for our growing Support Team. Predominantly, the Support Operations Coordinator will implement, maintain and manage the numerous automations, integrations and other technological requirements our Support Team requires to handle all inbound Support Requests, including, but not limited to: Highlevel, FreshDesk, FreshCaller, FreshChat, Freshbot, ClickUp, and Zoom. As an assistant in change management, utilizing Agile Project Management methodologies, the Coordinator will help drive these projects to completion on-time, with flawless execution and minimal disruption.
• This position is also responsible for documentation of technological processes through maintaining field definition workbooks and internal technical manuals.
• 
  
• Essential Functions:
• Works with the Support Operations Manager to implement organizational strategies and goals as related to technology, processes, and change management. Assists the Support Operations Manager with helping team leaders, managers, and department heads to identify departmental needs and goals. Collaborates across multiple departments to assist in completing assigned organizational goals and objectives in a timely manner
• Responsible for assisting with implementation and change management processes of assigned projects, ensuring all stakeholders are consulted, informed, and equipped as change occurs. Documents and optimizes Customer Support procedures, processes, and internal training materials When necessary/appropriate, work with the Billing, Customer Care, Marketing, and other related teams to train and guide them on best practices and usage of our Support Ticketing System and processes.
• Assist in the integration of our Support Ticketing System with Zapier, Zoom, and our company data warehouse.
• Assists in researching, cleaning and organizing data and analytics, also working with Development and Data Analysts to create required reporting and analytics. Assists in editing and optimizing reporting (Pendo, Highlevel) as well as automations (Zapier, Highlevel, FreshDesk) due to the ever evolving needs of the company. Report weekly on performance and upcoming initiatives. Demonstrate technical acumen to execute plans given into workable solutions. Communicate a passion for customer success with a team player attitude.
• Experience/Education/Certifications Required:
• Associates degree or equivalent work experience and minimum of two years in software Project Management/consulting experience or technical support. Five years of experience in an Operational role, preferably in a Technical Support Call Center or Professional Services organization. Knowledge of internal systems preferred (HighLevel App, ClickUp, Zapier, Freshdesk, Zoom, etc).Ability to produce high-quality documents, SOP’s that provide insight into the change management procedures for all company departments involved. Strong understanding and proficiency in software solutions and professional service offerings. Ability to handle the ambiguity that arises from time to time in a dynamic and fast-paced collaborative work environment. Prior experience utilizing various software integrations (Zapier, Freshworks, ClickUp, HighLevel etc).Experience with Excel and/or Google Sheets at an advanced level. Strong interpersonal communications skills. Ability to collect, report and assess data from various sources. Strong analytical and organizational skills with superior attention to detail. Ability to handle multiple tasks in a fast paced environment.A basic to advanced understanding of CSS, HTML and/or API is not required for the position, however, it is a major plus for applicants of this role.

EEO Statement: 

At HighLevel, we value diversity. In fact, we understand it makes our organisation stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities, and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences while providing excellent service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

APPLY FOR THIS JOB