Teams at HighLevel

Lead HighLevel’s Customer Escalations function, managing and developing a team handling complex customer issues. Personally resolve sensitive escalations, coordinate cross-functional solutions, establish scalable processes, and identify recurring friction. Use customer insights, data, automation, and operational improvements to enhance customer outcomes, prevent repeat issues, and improve the broader customer journey across Support, Success, Product, Engineering, Billing, and RevOps.

Supports affiliate partners through onboarding, communication, outreach campaigns, engagement playbooks, CRM management, performance tracking, reporting, and timely follow-up. Collaborates with Customer Success, Marketing, and Support teams to resolve issues and improve affiliate activation and revenue performance. The role requires managing partner portfolios, analyzing funnel and campaign metrics, supporting sponsorship contracts, and providing strategic guidance to high-profile affiliates and influencers.

Develop and deliver enablement programs for Customer Retention and Account Management teams. Responsibilities include designing onboarding, learning paths, certifications, playbooks, and coaching resources; facilitating training on consultative selling, retention, winback, and expansion; analyzing CRM and call data to identify performance gaps; partnering with managers and cross-functional teams; and evaluating program impact through behavioral and business performance metrics.