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Support Team Leader
Remote
Full Time (10pm - 6am PST)
Join The Extendly Family
At Extendly for HighLevel, we're passionate about making it easy for anyone to get started with GoHighLevel®. We set up, customize, automate, optimize and extend the functionality of HighLevel so agencies and small business owners can focus on what they do best to grow their businesses. Our clients say we made implementing GHL simple, easy, and profitable.
We specialize in creating the most well-structured snapshots in the industry, we provide White Label tech support & onboarding services, & we create Animated videos to easily explain all that GHL has to offer! Join our mission in making getting started with HighLevel easier so small businesses everywhere can grow & operate with ease.
You’ll inspire marketing agencies, small business owners, and solopreneurs to pursue their dreams with the help of Extendly For HighLevel.
What You’ll Do
As a Support Team Lead you will oversee and optimize the performance of our support team. This role requires a dynamic individual with proven experience in managing support teams, ensuring high customer satisfaction, contributing to team improvement, managing Zoom support operations, and handling customer escalations. You will have a team of 5-10 support agents to manage on a day to day basis.
You’ll ensure that we are communicating solutions clearly & providing fast, accurate & high-quality support. As a leader a key part of your role includes mentoring the entire tech support team and allowing yourself to be a helpful resource for other teammates. You'll organize team trainings, meetings, and be a key stakeholder in initiatives to improve the teams customer service skills & technical knowledge.
Your Responsibilities
1. Schedule Management:
- Ensure ample 24/7 shift coverage to meet customer support demands.
- Regularly check attendance to maintain optimal staffing levels.
- Compile and send attendance reports to the payroll team for accurate processing
2. Customer Satisfaction (CSAT):
- Implement strategies to ensure daily CSAT targets are met or exceeded.
- Analyze customer feedback and provide feedback to the team to improve and promptly address concerns
- Respond to negative customer ratings that are created to ensure they do not turn into further escalations
3. Team Improvement:
- Collaborate with team members to identify areas for improvement.
- Implement initiatives to enhance team performance, efficiency, and overall customer satisfaction.
- Conduct regular team meetings to discuss challenges, share best practices, and foster a positive working environment.
4. Zoom Support Management:
- Ensure the Zoom support schedule is always 24-48 hours out for proper planning.
- Conduct spot checks and review Zoom calls to ensure quality and adherence to support standards.
- Maintain a healthy Zoom CSAT by addressing issues promptly and identifying areas for improvement.
5. Customer Escalation Management:
- Handle escalated customer issues with a focus on swift resolution and customer satisfaction.
- You will be responsible for resolving the escalated support tickets that you team creates.
You'll Enjoy These Benefits
The opportunity to work from home
Continual training, learning, and in-house mentoring opportunities
The opportunity to lead & direct a team of 5-10 support agents
Paid Time off along with PTO for your country's national holidays
The opportunity to be a part of a team that is dedicated to helping small businesses & agency owners with Go HighLevel
Our Perfect Candidate
2-3 year of experience working in GHL
Ability to exercise technical judgment in solving tech support challenges
A friendly teamplayer with excellent customer service skills
Has a vision, along with fresh new ideas to improve the team every step of the way
Proven experience in managing support shifts and teams.
Strong organizational and time-management skills.
Analytical mindset with the ability to identify trends and areas for improvement.
Problem-solving skills to address challenges and drive continuous improvement.