About HighLevel:

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. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.

Our Website - https://www.gohighlevel.com/

YouTube Channel- https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers:

HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel:

We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.

Who You Are: We are seeking a versatile individual to fulfill the multifaceted role of (L3). In this pivotal position, you will serve as the liaison between our Technical Support team and Development/Product Management team, while also taking charge of coaching and training technical support representatives, and developing essential product guides and FAQs for internal teams.

Roles, Responsibilities & Requirements

• What You Will Do:
• Act as a specialized subject matter expert and escalation resource within the Support organization
• Handle escalated issues through a variety of channels such as Zoom and calls to assist customers with highly technical product issues
• Act as the primary liaison between Support and Development/Product Management teams, ensuring seamless communication and collaboration
• Coordinate and convey customer-reported issues and feedback to internal teams, closely collaborating with the Development team for timely resolution
• Work in tandem with the Product Management team to advocate for customer needs and influence product decisions based on customer feedback
• Monitor the progress of issue resolution and provide regular updates to internal teams and customers
• Facilitate discussions during Product and Development sync calls to advocate for the Support team, ensuring their concerns are thoroughly addressed at the organizational level
• Conduct coaching and training sessions for Technical Support Representatives on customer communication, issue troubleshooting, and resolution best practices during regular webinars to ensure timely education for all shifts
• Keep Technical Support Representatives updated on product features, updates, and changes to standard operating procedures (SOPs) through outlets such as live webinars
• Create and maintain user-friendly documentation, including product guides and FAQs for internal teams, ensuring they reflect timely updates and changes. Assist Development/Product Management teams in testing fixes and enhancements before release
• Leverage opportunities to provide timely feedback to all levels of Technical Support Representatives regarding customer issue handling, and escalate to management as needed for repetitive issues
• What You Bring:
• Bachelor’s degree and 5+ years of proven experience in a technical support role, or equivalent experience
• Customer-focused mindset with a commitment to delivering high-quality support services on escalated issues
• Must have a basic understanding of content development and product management, alongside strong technical aptitude for complex software systems
• Excellent communication skills, with proficiency in conveying technical information to both technical and non-technical audiences, and the ability to influence stakeholders at all levels
• Ability to research, analyze, and take action on data pulled from Support systems such as Freskdesk and Tableau. Demonstrated ability to build relationships and collaborate effectively and strategically with cross-functional teams, driving alignment and achieving shared goals
• Detail-oriented with exceptional organizational and time management skills, capable of managing multiple priorities in a fast-paced environment
• Proficiency with issue tracking systems, project management tools, and CRM software (e.g., Clickup, Freshworks env., Tableau).Ability to coach, mentor, and train others effectively
• Familiarity with training tools, learning principles, and content development best practices
• Capability to thrive in a dynamic environment and adapt swiftly to changing priorities, with a willingness to work flexible hours as needed
  
  
  

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 way! Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.