Implementation Team Lead

Implementation Team Lead

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.

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.

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.

As a Team Lead you will embody a customer- and people-centric approach, play an impactful role in growing and developing new and current team members. You will lead your efforts with our company culture and values while partnering with managers to provide support and coaching opportunities for agents. You will also assist in identifying team member challenges and collaborate with management to create strategic improvements, training material and processes for the team. You are comfortable leading team members in a high-performance, high-accountability environment and will leverage your excellent communication skills, as well as your working knowledge of product, skillset expectations for team, time management, organization, and administrative skills, to support both our customers and teams.

What You'll Do

• Act as a Peer Mentor for assigned teams, greeting new hires and conducting informal check-ins, serving as a resource and team culture ambassador.
• Provide training for all new team members, ensuring they graduate on time with the necessary knowledge and skills to confidently start their new roles.
• Offer continuous feedback, coaching, and training to team members, helping them develop their skills and advance in their careers.
• Conduct, track, and report to managers training progress and quality assurance during the employee lifecycle.
• Acquainted in department KPI, goals, and targets and implementing into training improvement plans and accountability.
• Create and develop ad hoc operational and quarterly planned training for teams on topics such as best practices, soft skills, product knowledge, CSAT etc.
• Serve as the first point of contact for management-level inquiries and assist with escalations as a key escalation resource within the Customer Success organization.
• Drive results based outcomes on improvements in team overall performance and metrics.
• Monitoring and maintaining proper KPI expectations around daily team functions such as tickets, calls and customer communications.
• Continued training and development on new product features and launches for both the team and yourself.
• Identifying areas of opportunity by analyzing trends in data.
• Ensure the team remains motivated, engaged, and aligned with company goals by fostering a positive and collaborative team culture.
• Implement and enforce standard operating procedures (SOPs) for customer success workflows, ensuring consistency and efficiency across the team.
• Continuously review and improve documentation to ensure it stays up to date and aligns with evolving customer success strategies.
• Create and record training materials as needed to address internal training requirements.
• Perform other duties as assigned or modified based on changing business needs.

What You'll Bring :