Trial Experience Team Lead

Job description

**About us** HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes. T o date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently. Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability. **Our people** With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home. **Our impact** Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that. Learn more about us on our [YouTube Channel](https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g) or [Blog Posts](https://blog.gohighlevel.com/general-atlantic-joins-highlevel/) **Who You Are**You are looking for a role where you can develop and mentor a team of Trial Experience Specialists. Your role involves embodying our culture and values, working closely with managers to support and coach team members, and identifying and implementing strategic improvements. Your management style thrives in a high-performance, high-accountability environment, and you possess strong communication skills and a deep understanding of customer and team engagement, time management, organization, and administrative abilities. Success in this role requires confidence, energy, positivity, and the ability to motivate others. You are adept at collaboration, time-management, and prioritization. At HighLevel, we expect all our team members to engage on camera for all customer and team interactions. ### What You'll Be Doing: - Provide daily leadership, coaching, and empowering Trial Experience Specialists to enhance their performance and development. - Serve as the primary point of contact for management level inquiries and customer support escalations. - Facilitate training sessions with Leads and/or Managers to provide ongoing support to team members to enhance their skills along with new hire training. - Monitor team and department health, contributing to strategic team development. - Track and report on individual and team performance metrics, providing feedback for continuous improvement. - Identify areas for process redesign and recommend changes to enhance service quality. - Address and resolve advanced customer requests promptly, ensuring detailed and accurate documentation. - Foster a collaborative work environment and encourage effective teamwork. - Execute additional tasks and responsibilities as business needs evolve. ### What You'll Bring: - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Experience/Education/Certifications Required: - Bachelor’s Degree or Equivalent SaaS Experience is strongly preferred. - Prior experience in SaaS sales, with a proven ability to manage the full sales cycle. Strong communication and negotiation skills are essential. - Prior experience leading fast-paced, results driven, customer-facing teams for a SaaS or Product-Led Growth company preferred. - You are a true people coach at heart, you love mentoring, leading and contributing to the professional development of those around you. - A strong technical aptitude to help our users succeed with the HighLevel software. - Strong collaboration, time-management and prioritization skills are critical to the success of this role. - The ability to build and maintain strong relationships internally with teams and customers. - Demonstrated approach to problem solving and conflict management is a plus. - Must be a go-getter, not afraid to ask questions, and take accountability for your results and your team’s results. - Demonstrated ability to learn quickly and apply new technologies to solve problems and bring these lessons to a team of direct reports. - Demonstrated ability to communicate well with colleagues, subordinates, and customers, both written and oral. - Experience working with and/or ability to learn the use of various CRM Systems is a plus. - Working knowledge of topics such as Social Media Management, Social Media Advertising, Website/Funnel Building, and SEO. - Working Knowledge of the following applications: Google Suite, Zoom, Facebook, Instagram, Slack, Linkedin and other social media.