Manager, Customer Support

**Who We Are**:HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. Our goal as a business is to create a sustainable, powerful, “all things marketing” operating system that creates limitless opportunities for our customers. With over 20,000 customers, we need people like YOU to help us grow and scale even further in the coming years.We currently have 300+ employees worldwide, working remotely as well as in our headquarters, which is located in Dallas, Texas.**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.- 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- 3+ 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- 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 wayReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.7QfHiyQzvt