Head Of Tech

Vor 3 Tagen

Melbourne, Österreich Booked Solid B2B Vollzeit

Head of Tech (Expert in GoHighLevel - GHL)Position Title: Head of Tech Support
Department: Technical Support
Location: Remote MUST BE BASED IN AUSTRALIA
Employment Type: Contract/Hourly
Job Summary: We are seeking an experienced and driven Head of Tech Support with a comprehensive understanding of GoHighLevel (GHL) to lead our technical support team.
The ideal candidate will have a strong technical background, exceptional leadership skills, and the ability to troubleshoot, solve, and optimise complex issues in GHL while ensuring customer satisfaction.
As the Head of Tech Support, you will oversee the daily operations of the tech support department, mentor team members, and act as the highest point of escalation for GHL-related technical challenges.
Your expertise will play a critical role in shaping the customer experience and supporting the company's long-term growth.
Key Responsibilities: Leadership and Team Management:Lead, mentor, and manage the technical support team to deliver exceptional service.Develop and implement training programs (with the help of our Operations Manager) to ensure team members have an in-depth understanding of GoHighLevel and other related tools.Monitor and evaluate team performance, providing constructive feedback and professional development opportunities.Technical Expertise in GoHighLevel:Act as the in-house expert on all things GHL, including CRM setup, funnels, workflows, automations, integrations, API connections, and troubleshooting.Provide hands-on support for complex GHL technical issues escalated by the team.Stay up-to-date with GHL updates, features, and best practices to ensure the team and organisation are utilising the platform to its fullest potential.Ensure customer satisfaction by delivering prompt and effective solutions to technical issues.Establish and maintain service-level agreements (SLAs) to meet or exceed customer expectations.Handle high-priority customer inquiries and serve as the point of contact for escalated cases.Process Improvement and Documentation:Develop, refine, and document technical support workflows, troubleshooting guides, and FAQs to improve efficiency and consistency.Analyse support metrics and customer feedback to identify trends, resolve recurring issues, and implement long-term solutions.Collaboration and Cross-Departmental Communication:Work closely with the product, sales, and marketing teams to provide insights from customer feedback and suggest feature improvements.Collaborate with third-party vendors or developers for advanced integration or development needs.Represent the tech support department in management meetings and communicate strategic goals and performance updates.Required Qualifications: Proven experience in a technical support leadership role, preferably in SaaS, marketing automation, or CRM systems.Extensive hands-on knowledge of GoHighLevel (GHL) and its features, including workflows, funnels, integrations, and APIs.Strong problem-solving skills and a customer-focused mindset.Experience managing and scaling technical support teams.Excellent communication and interpersonal skills.Ability to work in a fast-paced, dynamic environment and manage multiple priorities.Preferred Qualifications: Experience with other CRM platforms, marketing automation tools, or software development.Familiarity with customer support tools.Knowledge of API programming, Zapier, and advanced integration processes.What We Offer: Collaborative and supportive work environment.Flexibility to work remotely.How to Apply: Submit your resume and a cover letter highlighting your GHL expertise and leadership experience to .
Please include examples of GHL-related projects or challenges you've handled successfully.
Job Type: Contract
Pay: $36 – $92 per hour depending on the experience of the successful candidate
Expected hours: 15 – 50 per week
Work Location: Remote
Expected Start Date: 02/01/2025
Seniority Level: Director
Employment Type: Contract
Industries: Marketing Services
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