Manager Customer Support

Overview: - Manager of Customer Support role at HighLevel, a global, remote-first cloud-based marketing and sales platform. - Responsible for supervising and managing a customer-centric team. - Works closely with other functional units to meet service level agreements and achieve high customer satisfaction. - Promotes HighLevel's core values of collaboration, accountability, and innovation. Key Responsibilities: - Lead, coach, and empower the team to accomplish goals and foster a positive culture. - Manage human resources objectives, including recruitment, scheduling, coaching, and disciplining. - Contribute to strategic plans and reviews, prepare action plans, and implement system improvements. - Monitor support system health, including ticket queues and staff availability. - Provide technical resources, resolve problems, and disseminate advisories. - Act as an escalation point for high-severity customer issues. - Maintain fluency in English and Spanish, and possess strong communication skills. - Have experience managing technical support teams, SaaS software experience, and project management skills. - Exhibit strong collaboration, time-management, influencing, and prioritization skills. - Build and maintain relationships internally and externally, and possess excellent listening and presentation skills. Requirements/Skills/Qualifications: - Fluent in English and Spanish, with strong verbal and written communication skills. - Associate's/Bachelor's degree or equivalent work experience with at least 3+ years in managing technical support teams. - Experience with SaaS software tools like Zendesk, Freshdesk, Zoho, Salesforce, and HighLevel. - Proven track record leading teams, driving performance, and engagement. - Strong project management skills, people manager at heart, and ability to mentor and develop team members. - Strong collaboration, time-management, influencing, and prioritization skills. - Ability to build and maintain relationships internally and externally. - Excellent listening, presentation, and communication skills. - Proficiency in basic computer applications, including excel or other reporting tools. - Commitment to diversity and inclusive hiring practices. Compensation & Benefits: - Not specified in the provided job description. EEO Statement: - HighLevel values diversity and inclusive hiring/promotion practices. Reasonable accommodations may be made for individuals with disabilities.