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**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