Manager, Customer Support

**About Us**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. We are proud to support a global and growing community of over 2 million businesses, from marketing agencies to entrepreneurs to small businesses and beyond. Our platform empowers users across industries to streamline operations, drive growth, and crush their goals.HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names.**Our People**With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.**Our Impact**Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happenLearn more about us on our YouTube Channel or Blog Posts**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. You embody and promote HighLevel's core values, fostering a culture of collaboration, accountability, and innovation across the team.**What You’ll Do**:- Influence, lead, coach, and empower the team through motivation and encouragement to accomplish team goals and foster a positive team culture.- Accomplishes customer service human resource objectives by recruiting, selecting, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and 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; and implementing change.- Being able to interpret data that translates into action to improve the team.- Monitors the overall health of the support system, including, but not limited to, live ticket queues, live channel queues, major bugs, and staff availability.- Improve customer service quality by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analysing results; and implementing changes.- Responsible for providing employees with technical resources and advice, resolving problems, and disseminating advisories, warnings, and new techniques.- Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organisations.- Act as an escalation point for high-severity customer issues that arise from within the team, directly from customers, or from other High-Level functions. Be readily available with cameras on throughout the shift to assist customers and team members via Zoom.**Experience / Education / Certifications Required**:- Fluent in English and Spanish — both spoken and written.- Demonstrated verbal and written communication skills.- Associate's/ Bachelor's degree or equivalent work experience 3+ Years of experience managing technical support teams, ideally in a high-volume, customer-facing environment SaaS software experience- Experience with tools like Zendesk, Freshdesk, Zoho, Salesforce, HighLevelProven track record leading 10+ member teams, with a track record of driving performance and engagement.- Project management skills Leading a results-driven team People manager at heart, you love mentoring, coaching and developing your team- Strong collaboration, time-management, influencing and prioritization skills are critical to the success of this role- Ability to build and maintain relationships internally across teams and externally with customers- Excellent listening, presentation and communication skills at all levels- The ability to partner with customers and team members in developing their strategic dir