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HI
Senior Manager, Customer Support
HighLevelUnited States, United StatesRemotefull_timeVerifiedPosted 16 Apr 2025
About the role
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-DQcsm1j4gBlog 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 customer 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 communication 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.
Our Website - https://www.gohighlevel.com/YouTube Channel - https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4gBlog 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 customer 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 communication 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.
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.
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