Trial Experience Team Lead

The role

Lead and coach a team of Trial Experience Specialists, supporting their performance and development. Serve as the main contact for management-level inquiries and customer escalations, and track team performance.

What you will do

• Provide daily leadership, coaching and empowerment to Trial Experience Specialists.
• Serve as the primary contact for management-level inquiries and customer support escalations.
• Facilitate training sessions with Leads and/or Managers, including new hire training.
• Monitor team and department health and contribute to strategic team development.
• Track and report on individual and team performance metrics, giving feedback for improvement.
• Identify areas for process redesign and recommend changes to improve service quality.
• Address and resolve advanced customer requests promptly, with detailed documentation.
• Foster a collaborative work environment and encourage teamwork.
• Execute additional tasks as business needs evolve.

Required qualifications

• Bachelor's Degree or equivalent SaaS experience.
• Prior experience leading fast-paced, customer-facing teams for a SaaS or Product-Led Growth company.
• Prior experience in SaaS sales, managing the full sales cycle.
• Strong communication and negotiation skills.
• Strong technical aptitude to help users succeed with the HighLevel software.
• Strong collaboration, time-management and prioritization skills.
• Ability to build and maintain strong relationships with internal teams and customers.
• Go-getter who takes accountability for personal and team results.
• Ability to learn quickly and apply new technologies to solve problems.
• Ability to communicate well with colleagues, direct reports and customers, in writing and orally.
• Engage on camera for all customer and team interactions.

Nice to have

• Demonstrated approach to problem solving and conflict management.
• Experience working with and/or ability to learn various CRM systems.
• Working knowledge of Social Media Management, Social Media Advertising, Website/Funnel Building and SEO.
• Working knowledge of Google Suite, Zoom, Facebook, Instagram, Slack, LinkedIn and other social media.

Before you apply

• Must engage on camera for all customer and team interactions.

About the company

HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. It operates as a global, remote-first organization with over 2,000 team members across 10+ countries.