Senior Manager, Customer Support

5 days ago

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HighLevel

WebsiteLinkedInAll Job Openings

SaaS • Marketing • Advertising • CRM

201 - 500 employees

Founded 2018

☁️ SaaS

🤝 B2B

💰 Series A on 2021-11

Description

• HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies to elevate their digital presence. • The company currently has 1000+ employees and maintains a strong company culture. • The role is to lead, develop, and grow the Premium support team while monitoring KPIs and driving results. • You will manage multiple teams across different shifts and ensure smooth customer support operations.

Requirements

• BA/BS in a relevant field or equivalent managerial experience in the Account/Business Relationship Management domain required. • 5+ years of experience leading a fast-paced, results driven team for a SaaS or Product-Led Growth startup company preferred. • 5+ years of experience with staffing/hiring, performance management, career conversations, coaching and developing front-line employees and junior managers required. • You are a true people manager at heart, you love mentoring, leading and contributing to the professional development of those around you. • Prior experience partnering and influencing customers and team members in developing their strategic direction. • Prior experience exercising and utilizing project management skills to identify and align strategies and new processes that will impact the customer experience. • Strong collaboration, time-management and prioritization skills are critical to the success of this role. • The ability to build and maintain strong relationships internally with senior leadership, teams and customers. • Strong experience using data/analytics tools to measure the impact of your work and develop new projects. • Ability to collaborate and influence cross-functional teams and champion new concepts and ideas. • A strong technical aptitude to help our customers succeed with the HighLevel software. • Experience working with and or ability to learn the use of various reporting tools to leverage data, analytics and automation to drive demonstrable customer and team success. • Strong customer facing communication skills. • Demonstrated approach to problem solving and conflict management. • Must be a go-getter, not afraid to ask questions, and take accountability for your results and your team’s results. • Working Knowledge of the following applications strongly preferred: Google Suite, Zoom, Slack, Excel, Spreadsheets, Mac, etc. • Experience managing teams in different shifts is highly preferred.