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Strategic Partnership & Leadership Alignment:
- Partner with Sr. Director of RevOps and Support leadership for annual and quarterly planning.
- Own forecasting frameworks for ticket volume, channel mix, and resolution capacity.
- Build financial models for tooling, AI, and headcount investments.
Business Impact Framework:
- Design framework connecting Support activity to customer retention and lifetime value.
- Quantify Support impact on revenue outcomes at executive level.
- Build early warning system for customer health signals from Support interactions.
Support Operations:
- Own KPI framework across CSAT, turnaround time, and resolution quality.
- Build analytics infrastructure for team and channel performance.
- Track cost efficiency models per channel and tier.
AI & Automation:
- Own RevOps layer for Support AI bot, tracking deflection and resolution quality.
- Build measurement framework distinguishing deflection from resolution.
- Identify automation opportunities within RevOps function.
HighLevel
HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence. With over 2000 team members across 15+ countries, they operate in a global, remote-first environment rooted in creativity and collaboration.