Teams at HighLevel

Leads the Trial Experience team, overseeing managers and customer-facing staff responsible for resolving issues, improving satisfaction, and converting trials to paid customers. Owns staffing, KPI performance, coaching, process improvement, resource planning, escalation management, and cross-functional projects. Develops scalable workflows and automation, including AI-driven solutions, while analyzing data to improve team productivity, customer outcomes, and trial conversion.

Lead HighLevel’s Customer Escalations function, managing and developing a team handling complex customer issues. Personally resolve sensitive escalations, coordinate cross-functional solutions, establish scalable processes, and identify recurring friction. Use customer insights, data, automation, and operational improvements to enhance customer outcomes, prevent repeat issues, and improve the broader customer journey across Support, Success, Product, Engineering, Billing, and RevOps.

Conduct proactive outreach to at-risk customers, diagnose retention risks, handle objections, and provide consultative solutions. Support churn reduction, revenue retention, plan optimization, upgrades, and reactivation. Maintain accurate CRM documentation, track outcomes, identify recurring issues, and share improvement opportunities with leadership while meeting outreach and performance targets.