HighLevel · 7 hours ago

Manager, Customer Support

United States

Full-time

Remote

Mid Level

4+ years exp

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Responsibilities

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

Involved in determining customer service employee requirements by maintaining contact with employees to determine areas of improvement by reviewing operational environments; conducting surveys; benchmarking best practices; analyzing information and applications

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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Support ManagementSaaS Software ExperienceTechnical Customer-Facing TeamsData AnalysisProject ManagementExcel SkillsFluent in EnglishCollaboration Skills