Success Operations Coordinator

**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 15 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 domain names.

**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**:
This position works closely with Success Operations Managers to coordinate Leadership objectives for our growing Support & Success Teams. Predominantly, the Success Technology & Integrations Coordinator will implement, maintain and manage the numerous automations, integrations and other technological requirements our Success Team requires to handle all inbound Support & Success Requests, including, but not limited to: Highlevel, FreshDesk, FreshCaller, FreshChat, Freshbot, ClickUp, Zoom, and Zapier. As an assistant in change management, utilizing Agile Project Management methodologies, the Coordinator will help drive these projects to completion on-time, with flawless execution and mínimal disruption.

This position is also responsible for documentation of technological processes through maintaining field definition workbooks and internal technical manuals.

**Responsibilities**:

- Works with Success Operations Managers to implement organizational strategies and goals as related to technology, processes, and change management
- Assists Success Operations Managers with helping team leaders, managers, and department heads to identify departmental needs and goals
- Collaborates across multiple departments to assist in completing assigned organizational goals and objectives in a timely manner
- Responsible for assisting with implementation and change management processes of assigned projects, ensuring all stakeholders are consulted, informed, and equipped as change occurs
- Documents and optimizes Customer Success procedures, processes, and internal training materials
- When necessary/appropriate, work with the Billing, Customer Care, Marketing, and other related teams to train and guide them on best practices and usage of our Support Ticketing System and processes.
- Assist in the integration of our Support Ticketing System with Zapier, Zoom, and our company data warehouse
- Assists in researching, cleaning and organizing data and analytics, also working with Development and Data Analysts to create required reporting and analytics
- Assists in editing and optimizing reporting (Pendo, Highlevel) as well as automations (Zapier, Highlevel, FreshDesk) due to the ever evolving needs of the company
- Report weekly on performance and upcoming initiatives
- Demonstrate technical acumen to execute plans given into workable solutions.
- Communicate a passion for customer success with a team player attitude.

**Requirements**:

- Associates degree or equivalent work experience and minimum of two years in software Project Management/consulting experience or technical support.
- Five years of experience in an Operational role, preferably in a Technical Support Call Center or Professional Services organization
- Knowledge of internal systems preferred (HighLevel App, ClickUp, Zapier, Freshdesk, Zoom, etc)
- Ability to produce high-quality documents, SOP’s that provide insight into the change management procedures for all company departments involved
- Strong understanding and proficiency in software solutions and professional service offerings
- Ability to handle the ambiguity that arises from time to time in a dynamic and fast-paced collaborative work environment
- Prior experience utilizing various software integrations (Zapier, Freshworks, ClickUp, HighLevel etc)
- Experience with Excel and/or Google Sheets at an advanced level
- Strong interpe