Manager Customer Support

About UsHighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.Our PeopleWith over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.Our ImpactEvery month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happenLearn more about us on our YouTube Channel or Blog PostsWho 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. You embody and promote HighLevel's core values, fostering a culture of collaboration, accountability, and innovation across the team.What You’ll Do:Influence, lead, coach, and empower the team through motivation and encouragement to accomplish team goals and foster a positive team culture.Accomplishes customer service human resource objectives by recruiting, selecting, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and 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; and implementing change.Being able to interpret data that translates into action to improve the team. Monitors the overall health of the support system, including, but 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 assess areas of improvement by reviewing operational environments, conducting surveys, benchmarking best practices, analysing information and applications.Improve customer service quality by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analysing results; and implementing changes. Responsible for providing employees with technical resources and advice, resolving problems, and disseminating advisories, warnings, and new techniques.Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organisations. Act as an escalation point for high-severity customer issues that arise from within the team, directly from customers, or from other High-Level functions.Be readily available with cameras on throughout the shift to assist customers and team members via Zoom.Experience / Education / Certifications Required:Fluent in English and Spanish — both spoken and written.Demonstrated verbal and written communication skills.Associate's/ Bachelor's degree or equivalent work experience 3+ Years of experience managing technical support teams, ideally in a high-volume, customer-facing environment SaaS software experienceExperience with tools like Zendesk, Freshdesk, Zoho, Salesforce, HighLevelProven track record leading 10+ member teams, with a track record of driving performance and engagement.Project management skills Leading a results-driven team People manager at heart, you love mentoring, coaching and developing your teamStrong collaboration, time-management, influencing and prioritization skills are critical to the success of this roleAbility to build and maintain relationships internally across teams and externally with customersExcellent listening, presentation and communication skills at all levelsThe ability to partner with customers and team members in developing their strategic directionTechnically curious - you leverage data automation and tools to improve support outcomes. Strong customer-facing communication and problem-solving skillsMust be a go-getter and not afraid to ask questions and seek better ways of workingProficiency in basic computer applications, including excel or other reporting tools Equal Employment Opportunity InformationThe company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.