Manager, Customer Care - Lead Exceptional Customer Experiences in a Dynamic, Remote Environment

Transforming Customer Experience at HighLevel

At HighLevel, we're revolutionizing the way businesses approach marketing and sales through our all-in-one, cloud-based platform. With a global presence spanning 15 countries and over 1000 team members, we're committed to fostering a culture that values creativity, collaboration, and work-life balance. As a remote-first company, we're dedicated to empowering our team members to excel in their roles, regardless of their location.

About Us

HighLevel is more than just a marketing and sales platform - we're a catalyst for business growth. Our comprehensive solutions enable marketing agencies, entrepreneurs, and businesses to elevate their digital presence and achieve their marketing goals. With a customer base of over 60,000 agencies and entrepreneurs and 450,000 businesses globally, we're proud to be serving a diverse range of industries and sectors.

Our infrastructure is built to scale, handling around 3 billion API hits and 2 billion+ message events monthly, and over 25 million views of customer pages daily. We're also handling over 80 terabytes of data across 5 databases, making us a leader in our field.

Job Overview: Manager, Customer Care

We're seeking an experienced and highly motivated Manager of Customer Care to lead our customer service team to new heights. As a key champion for customer experience, you'll be responsible for overseeing the day-to-day operations of the customer care team, ensuring high-quality service delivery, and driving customer satisfaction across all channels. If you're passionate about delivering exceptional customer experiences and have a proven track record in customer experience management, we want to hear from you.

Key Responsibilities

• Act as a Peer Mentor for assigned teams, greeting new hires and conducting informal check-ins, serving as a resource and team culture ambassador.
• Provide training for all new team members, ensuring they graduate on time with the necessary knowledge and skills to confidently start their new roles.
• Offer continuous feedback, coaching, and training to team members, helping them develop their skills and advance in their careers.
• Conduct, track, and report to managers training progress and quality assurance during the employee lifecycle.
• Implement department KPI, goals, and targets into training improvement plans and accountability.
• Create and develop ad hoc operational and quarterly planned training for teams on topics such as best practices, soft skills, product knowledge, CSAT, etc.
• Serve as the first point of contact for management-level inquiries and assist with escalations as a key escalation resource within the Customer Success organization.
• Drive results-based outcomes on improvements in team overall performance and metrics.
• Monitor and maintain proper KPI expectations around daily team functions such as tickets, calls, and customer communications.
• Continuously train and develop on new product features and launches for both the team and yourself.
• Identify areas of opportunity by analyzing trends in data.
• Ensure the team remains motivated, engaged, and aligned with company goals by fostering a positive and collaborative team culture.
• Implement and enforce standard operating procedures (SOPs) for customer success workflows, ensuring consistency and efficiency across the team.
• Continuously review and improve documentation to ensure it stays up to date and aligns with evolving customer success strategies.
• Create and record training materials as needed to address internal training requirements.
• Perform other duties as assigned or modified based on changing business needs.

What You'll Bring

To succeed in this role, you'll need a combination of skills, experience, and personal qualities. Here are the essential and preferred qualifications:

• Education: Associate's or Bachelor's degree (equivalent experience is a plus).
• SaaS Experience: Proven experience working in a SaaS software environment.
• Project Management: Project management skills (experience is a plus).
• Leadership: People leader at heart: You enjoy mentoring, leading, and contributing to the professional development of those around you.
• Collaboration and Time Management: Strong collaboration, time-management, influencing, and prioritization skills are critical to the success of this role.
• Communication: Excellent listening, presentation, and communication skills at all levels.
• Technical Skills: Technically savvy with an interest in leveraging data, analytics, and automation to drive demonstrable customer and team success.
• Training and Mentoring: Training and mentoring excellence.
• Customer-Facing Skills: Strong customer-facing communication skills.
• Leadership and Team Management: Strong leadership and team management skills with a proven ability to motivate and inspire others.
• Problem-Solving: Ability to think critically and problem-solve in high-pressure situations.
• Basic Computer Skills: Basic computer and Excel skills.
• Documentation: Strong documentation skills, including the ability to create, maintain, and improve internal documentation and processes.

Career Growth Opportunities and Learning Benefits

At HighLevel, we're committed to helping our team members grow and develop in their careers. As a Manager, Customer Care, you'll have opportunities to:

• Develop your leadership and management skills through training and mentorship programs.
• Stay up to date with the latest industry trends and best practices through ongoing training and education.
• Collaborate with cross-functional teams to drive business growth and customer success.
• Participate in strategic planning and decision-making processes.

Work Environment and Company Culture

At HighLevel, we value diversity and are committed to inclusive hiring and promotion practices. We believe in fostering an environment where talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences. Our remote-first culture allows team members to work from anywhere, and we're dedicated to providing the tools and resources needed to succeed in a remote environment.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• A competitive salary.
• Opportunities for professional growth and development.
• A dynamic and supportive work environment.
• Flexible working arrangements.
• A range of benefits and perks, including health insurance, paid time off, and more.

Join Our Team!

If you're a motivated and experienced customer care professional looking to lead a team to success, we want to hear from you. As a Manager, Customer Care at HighLevel, you'll have the opportunity to make a real impact on our customers and drive business growth. Apply today to join our team and start your journey to success!