Trial Experience Operations Coordinator
United States
Revenue Growth – Trial Experience /
EE Full-Time /
Remote
About Us
HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing 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, from marketing agencies to entrepreneurs to small businesses and beyond. Our platform empowers users across industries to streamline operations, drive growth, and crush their goals.
HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages 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
Every month, 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. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen
Who You Are:
This position works closely with the Director of Trial Experience to coordinate leadership objectives for our growing Trial Experience Team. Predominantly, the Trial Experience Operations Coordinator will implement, maintain, and manage the numerous automations, integrations, and other technological requirements our Trial Experience Team requires to handle all inbound Support & Trial Experience 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 minimal disruption.
This position is also responsible for documentation of technological processes through maintaining field definition workbooks and internal technical manuals.
Roles and Responsibilities
- What You’ll Do:
- Work closely with the Director of Trial Experience to implement organizational strategies and goals related to technology, processes, and change management
- Assist the Director of Trial Experience in helping team leaders, managers, and department heads identify departmental needs and goals
- Collaborate across multiple departments to assist in completing assigned organizational goals and objectives in a timely manner .
- Responsible for assisting with the implementation and change management processes of assigned projects, ensuring all stakeholders are consulted, informed, and equipped as change occurs
- Oversee the Trial Experience Ops Coordinators to ensure adherence to the documentation of Trial Experience procedures, processes, and internal training materials
- When necessary/appropriate, work with the Billing, Affiliate, 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
- Assist in researching, cleaning, and organizing data and analytics, also working with Development and Data Analysts to create required reporting, analytics & provide actionable iitems
- Assist in editing and optimizing reporting (Pendo, HighLevel) as well as automations (Zapier, HighLevel, FreshDesk) due to the ever-evolving needs of the company
- Report to the Director of Trial Experience on performance, optimizations, and upcoming initiatives
- Demonstrate technical acumen to execute plans into workable solutions.
- Communicate a passion for Trial Experience with a team player attitude
- Manage AI system migrations, including the transition to new trial experience platforms, AI tools, and automation systems.
- What You’ll Bring:
- Associate’s degree or equivalent work experience and a minimum of two years in software Project Management/consulting experience or technical support.
- Atleast 2 years of experience in an Operations role in the SaaS/Marketing/SMB space
- Knowledge of internal systems preferred (HighLevel App, ClickUp, Zapier, Freshworks Suite, Zoom, etc.).
- Ability to produce high-quality documents and SOPs 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 interpersonal communication skills
- Ability to collect, report, and assess data from various sources
- Strong analytical and organizational skills with superior attention to detail.
- Ability to handle multiple tasks in a fast-paced environment.
- A basic to advanced understanding of CSS, HTML, and/or API is not required for the position; however, it is a major plus for applicants of this role.
- Strong analytical skills, with a demonstrated ability to use data and AI to generate actionable business insights
- Familiarity with AI-driven trial experience tools and platforms, such as AI-based CRMs, chatbots, and automated customer engagement solutions
- Proven experience with data analysis and reporting tools (e.g., Tableau, Power BI, SQL) to leverage customer data for insights.
Equal Employment Opportunity Information
The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.
