HighLevel, Inc.

Produce and edit engaging video content, support onsite production logistics, organize digital assets for easy access, and collaborate with internal teams to enhance customer understanding and marketing initiatives.

• Taking ownership of the quality of deliverables, encompassing new features and enhancements • Collaborating closely with the product and engineering teams to comprehend requirements and user workflows • Identifying and addressing quality assurance process bottlenecks for continuous improvement • Crafting efficient manual test cases and conducting functional, ad hoc, and regression testing • Demonstrating strong organisational and problem-solving skills, with meticulous attention to detail, especially in managing multiple test executions simultaneously • Mentor and guide team members, fostering a culture of continuous learning and improvement

• Build and manage marketing automation workflows (email, SMS, WhatsApp, Trigger Links, Webhooks) to support campaigns and lead nurturing • Execute and schedule email, SMS, and WhatsApp campaigns, ensuring personalization and accuracy • Assist in setting up landing pages, forms, and integrations within marketing automation tools • Perform A/B testing on emails subject lines, content, and timing to drive higher engagement and conversion • Monitor campaign performance and track results against defined KPIs • Collaborate with the Marketing Content Coordinator and Content Manager to ensure campaign assets (copy, graphics, automations) are ready for launch • Stay updated on marketing automation best practices and new platform capabilities

• Oversee the end-to-end preparation, review, and timely filing of monthly, quarterly, and annual domestic sales & use tax and international VAT/GST returns, business licenses and property tax filings. • Serve as the internal contact for tax software configurations; proactively maintaining and refining indirect tax calculation and reporting systems to provide seamless, automated workflows for the organization. • Monitor and analyze domestic and international tax laws regarding digital goods, SaaS, and economic nexus to ensure proactive compliance as HighLevel expands. • Support the team through indirect tax audits by efficiently managing IDRs and partnering with leadership to advocate for and defend established tax positions. • Prepare and review monthly tax accruals and perform balance sheet reconciliations for indirect tax accounts within NetSuite. • Oversee the collection, validation, and maintenance of customer tax exemption certificates. • Partner with Engineering, Product, Billing and Legal teams to evaluate the taxability of new product rollouts, software features, and bundle offerings.

• Lead and mentor a team of designers focused on growth and lifecycle experiences • Partner with Product and Engineering leadership to define strategy, priorities, and success metrics • Translate business goals into clear user experience strategies and scalable design solutions • Champion user-centered design while balancing speed, experimentation, and impact • Establish and refine processes for design discovery, iteration, and delivery • Use data, research, and experimentation to inform decisions and measure outcomes • Advocate for design at the executive level and contribute to broader product leadership discussions

• Represent HighLevel at External Events: Travel globally to attend marketing conferences, trade shows, summits, partner activations, and networking events where HighLevel is an exhibitor, sponsor, or featured participant. • Own Onsite Brand Presence: Lead onsite event execution including booth setup and breakdown, signage, swag, demos, on-stage activations and attendee experience. Ensure all event assets and brand touchpoints are polished, professional, and aligned with company standards. • Engage with Prospects and Partners: Serve as a trusted brand representative by confidently educating attendees on HighLevel’s platform capabilities, qualifying leads, answering product questions, and creating meaningful customer interactions. • Deliver Educational Presentations: Deliver engaging 30 to 45 minute presentations, workshops, or live demos to audiences ranging from 50 to 300 attendees. Translate marketing concepts and platform capabilities into actionable business insights. • Drive Event Performance and ROI: Track and evaluate event success metrics including lead quality, attendee engagement, pipeline influence, and overall event effectiveness. Provide actionable recommendations to improve future event performance and attendee experience. • Collaborate Cross Functionally: Partner closely with Marketing, Sales, Partnerships, Customer Success, and Events teams to align event goals, messaging, and lead follow up strategies. • Support Event Strategy and Planning: Contribute to event planning discussions including audience targeting, booth experience improvements, presentation topics, and activation strategies. Help identify opportunities to improve operational efficiency and event impact. • Maintain Advanced Product Expertise: Develop deep expertise in HighLevel’s platform and ecosystem to confidently conduct demos, answer advanced customer questions, and represent new product capabilities in the field. • Mentor and Support Team Members: Provide guidance and support to newer team members during onsite activations and event preparation as needed. • Travel Frequently: Expect frequent domestic and international travel, averaging 3 to 4 weeks per month, including occasional evenings and weekends depending on event schedules.

• Own the vision, strategy and execution for HighLevel’s A2P, Compliance and Phone Number platforms. • Define and drive the roadmap for messaging trust, registration, compliance and number management products. • Lead the evolution of A2P registration experiences, reducing customer onboarding friction while maximizing approval and activation rates. • Build scalable systems that support brand registration, campaign registration, vetting, compliance monitoring and carrier approvals. • Own the end-to-end lifecycle of phone numbers, including procurement, provisioning, assignment, porting, verification, compliance status and decommissioning. • Partner with telecom providers and carrier partners to expand global number availability and communication capabilities. • Drive improvements in registration success rates, campaign health and compliance outcomes. • Develop scalable frameworks for managing carrier policies, regulatory requirements and phone numbers best practices across regions. • Collaborate with Legal, Compliance, and Operations teams to ensure HighLevel remains ahead of evolving communication regulations and industry standards. • Define policies and product experiences that reduce spam, abuse, fraud, and messaging violations across the platform. • Create visibility into registration funnels, approval timelines, deliverability metrics, number utilization, and compliance performance. • Lead initiatives that improve customer self-service capabilities for registrations, phone numbers, and compliance management. • Drive automation across compliance workflows, exception handling, document verification, and approval processes. • Partner with Support and Customer Success teams to reduce customer friction and accelerate issue resolution. • Establish and monitor key platform KPIs including registration conversion, approval rates, compliance health, number utilization, deliverability, and operational efficiency. • Act as the subject matter expert and product leader for messaging compliance, A2P registration, and phone number management across HighLevel. • Own the customer verification and trust onboarding experience for communication products, including KYC, identity verification and business validation workflows. • Drive the evolution of verification systems that support compliant access to messaging, telephony and regulated communication capabilities. • Partner with Persona KYC platform to establish scalable frameworks for customer identity verification and fraud prevention. • Improve verification completion rates, approval times, and onboarding conversion while maintaining compliance and risk standards.

• Direct, mentor, and scale a global, remote team of Community Specialists ensuring 24/7/365 coverage, high engagement, and consistent brand alignment. • Define, track, and optimize Key Performance Indicators (KPIs) for the community team, including response times, engagement rates, and community sentiment scores. • Oversee and execute the multi-channel engagement strategy across major platforms, including our Facebook Group (125k+ members), Reddit, LinkedIn, X, and native HighLevel Communities. • Establish, document, and enforce community guidelines and moderation frameworks to maintain a helpful, objective, and solution-oriented environment. • Partner with Product Managers and Product Marketing to gather and relay community feedback, highlight pain points, and explain releases to customers. • Act as the chief incident coordinator within the community during service outages, disruptions, or PR events, publishing clear, transparent, and authoritative updates. • Develop and manage customer advocacy initiatives, top-contributor programs, and gamification strategies to reward active agency owners and power users. • Collect and report weekly and monthly qualitative and quantitative community health metrics to Leadership. • Other duties as assigned by the Director of Community & Customer Experience to support evolving business and community needs.

• Direct, mentor, and scale a remote team of Certification Specialists, managing daily shift schedules, proctoring assignments, and grading audits. • Build and continuously improve scalable systems, workflows, and quality controls that enable the certification program to operate as a high-impact business function. • Identify opportunities to improve certification adoption, candidate success, operational scalability, and community engagement across the broader HighLevel ecosystem. • Oversee the end-to-end certification pipeline, ensuring optimal exam slot booking availability and timely processing of exam results. • Enforce and continuously audit testing security protocols to maintain the absolute integrity of both the automated and live proctored certification exams. • Partner with Product, Customer Success, and the Academy teams to regularly update curriculum, test questions (Part A), and live-build scenarios (Part B) to reflect new platform updates. • Resolve candidate complaints, appeal requests, and technical issues occurring during the proctoring process with consistency and fairness. • Own the operational success and long-term scalability of the certification program, developing strategic plans, processes, and capacity models to support future growth. • Manage the integration of newly certified professionals into the HighLevel Certified Directory and Certified Communities. • Conduct regular quality assurance checks on live proctored sessions to ensure Certification Specialists maintain professional, supportive, and unbiased grading standards. • Other duties as assigned by the Director of Certifications to support evolving business and program needs.

• Partner with product leadership to define and execute the roadmap for HighLevel’s CPaaS, Billing and Phone Platform products. • Translate strategic objectives into actionable product plans, milestones and measurable outcomes. • Be part of the team driving end-to-end product development from discovery and validation through launch and post-release optimisation. • Own roadmap grooming, prioritization, backlog management and sprint planning activities across multiple initiatives. • Collaborate closely with Engineering and Design to deliver scalable, high-quality platform capabilities. • Contribute to the evolution of HighLevel’s communications infrastructure, including messaging, voice, number management, routing and usage tracking. • Define and improve billing workflows, usage metering, reconciliation processes and customer-facing billing experiences. • Partner with Finance and Revenue Operations to ensure billing accuracy, margin visibility and operational efficiency. • Support initiatives related to provider management, routing optimization, cost reduction and service reliability. • Develop and maintain pricing strategies across communication products and platform services. • Analyze usage patterns, customer segments, margins and competitive positioning to recommend pricing improvements. • Partner with Finance and Leadership to evaluate monetization opportunities and business cases for new products and features. • Define success metrics and monitor revenue, adoption, retention, and profitability performance. • Partner with Marketing, Sales, Customer Success and Enablement teams to develop and execute go-to-market strategies. • Own launch planning, product positioning inputs, packaging recommendations, and rollout strategies. • Create and maintain product documentation, launch materials and internal enablement resources. • Measure launch performance and drive continuous improvements based on customer feedback and business results. • Use customer feedback, usage analytics, experimentation, and market research to inform product decisions. • Define and track key KPIs related to adoption, engagement, revenue, billing accuracy, delivery performance, and customer satisfaction. • Investigate product performance, operational issues, and growth opportunities through data-driven analysis. • Conduct customer interviews and collaborate with stakeholders to identify unmet needs and validate solutions. • Drive alignment on priorities, dependencies, timelines and business objectives. • Help establish best practices for product management, planning, execution, and operational excellence.