Note: The job is a remote job and is open to candidates in USA. Insurance Life Advisors is seeking a Technical Customer Success Manager to enhance their customer support and onboarding operations as they scale. The role involves troubleshooting technical issues, leading a support team, and improving customer experience through automation and AI.

Responsibilities

• Handle complex customer issues escalated by our support team
• Join client calls and Zoom meetings when needed
• Build trust with clients and help them get maximum value from our platform
• Resolve issues quickly and professionally
• Diagnose and resolve CRM, automation, workflow, and integration issues
• Troubleshoot:
• CRM workflows
• Webhooks
• Domains and DNS records
• Email and SMS delivery issues
• Calendar integrations
• Lead routing and automations
• Escalate development issues when necessary, but own the investigation process
• Manage and support our customer support team
• Provide guidance, coaching, and escalation support
• Ensure support SLAs are maintained
• Drive accountability and continuous improvement
• Assist with client onboarding
• Train clients on platform functionality and best practices
• Help clients adopt new features and workflows
• Improve support processes and documentation
• Build and maintain SOPs
• Help implement AI and automation within the support function
• Identify opportunities to reduce tickets and improve efficiency

Skills

• Experience administering or supporting a CRM platform
• Experience with workflows, automations, integrations, or marketing technology
• Strong troubleshooting and problem-solving ability
• Excellent written and verbal communication skills
• Ability to manage multiple priorities without dropping the ball
• Strong sense of ownership and accountability
• Comfortable working directly with clients
• GoHighLevel experience
• HubSpot experience
• Salesforce administration experience
• Marketing automation experience
• Zapier, Make, or webhook experience
• Meta advertising knowledge
• Customer Success leadership experience

Benefits

• Competitive salary based on experience.
• For exceptional candidates with the right combination of technical ability, customer success experience, and leadership capability, we are prepared to pay accordingly.
• ImportantThis is a long-term W-2 employee role.

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