Trial Experience Team Lead

About Us
HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.

Our People
With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.

Our Impact
As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.

Learn more about us on our YouTube Channel or Blog Posts

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.

Equal Employment Opportunity Information

At HighLevel, we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way!
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.