Trial Experience Team Lead

HighLevel is an AI-powered, all-in-one white-label sales & marketing platform supporting a global community of over 2 million businesses. The company processes billions of API hits and messages daily, managing extensive data across microservices.

Location: Remote (Global)

Salary: $58,000 - $72,000 annually

Responsibilities

• 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.

Requirements

• 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.