• Monitor data deliveries across ingest pipelines to ensure accuracy, timeliness, and completeness. • Investigate and perform root cause analysis of technical issues, escalating when needed. • Communicate with clients in a clear, professional, and friendly way. • Track recurring issues and help identify patterns or improvements. • Work closely with the Support Lead and technical teams to refine workflows. • Document findings to support team knowledge and future learning.

• Be the main point of contact for our users, communicating through email, chat, and occasional video calls to resolve technical and product-related questions. • Troubleshoot and guide customers through product workflows, ensuring they can get the most value out of our platform. • Collaborate with Product, Engineering, and Customer Success teams by reporting recurring issues, sharing customer insights, and helping prioritize improvements. • Contribute to building and optimizing support processes, internal playbooks, and customer-facing documentation to make troubleshooting more efficient. • Identify trends in customer queries and suggest proactive solutions to reduce incoming tickets and improve user experience. • Learn deeply about our product, becoming confident in explaining complex features in accessible, customer-friendly language. • Support the rollout of new features by reviewing release notes, testing, and preparing communication or documentation updates.

• Deliver exceptional customer support across multiple channels including **live chat, email, and social media platforms,** ensuring timely and professional responses • Maintain **First Contact Resolution (FCR)** excellence by providing accurate, complete solutions that resolve customer inquiries on initial contact • Ensure all customer communications strictly adhere to the company's **Tone of Voice** guidelines and brand standards, creating consistent and on-brand customer experiences • Provide responses that are accurate, compliant with company policies, and aligned with current procedures and **quality guidelines** • Proactively identify and escalate complex cases or emerging issues to appropriate teams, demonstrating sound judgment and problem-solving skills • Take full **ownership** of assigned support cases from initial contact through resolution, maintaining accountability for customer satisfaction • Manage and execute **individual** support operations **projects**, including process improvements, documentation updates, and quality initiatives • Maintain detailed and accurate case documentation in CRM systems, ensuring complete audit trails for all customer interactions • Collaborate cross-functionally with Product, Operations, and Quality Assurance teams to communicate customer feedback and contribute to service improvements • Meet and exceed key performance indicators **(KPIs)** including response time, resolution time, customer satisfaction scores **(CSAT)**, and quality assurance **(QA)** metrics • Stay current with product knowledge, policy updates, and industry best practices through ongoing training and self-directed learning • Contribute to knowledge base development by identifying gaps and creating clear, **helpful documentation** for both customers and team members • Participate in team meetings, **provide** **constructive feedback**, and support continuous improvement initiatives within the support organization.

Role Title GoHighLevel Executive Virtual Assistant – CEO Support (Philippines) Role Summary You will directly manage the CEO’s workflow, priorities, and operational communications, ensuring the executive office functions without friction. This is hands-on, high-accountability work: you decide what needs escalation, what can be handled independently, and how to maintain momentum across departments. Filtering signal: This role is not for candidates who require daily instructions or prefer low-impact administrative tasks. Core Responsibilities - CEO Calendar & Schedule Management: Proactively update the CEO’s calendar, confirm appointments, and resolve conflicts before escalation. Ensure daily schedule supports executive priorities. - Meeting Coordination & Briefing: Prepare agendas, meeting materials, and post-meeting summaries. Ensure executives enter meetings ready to act, not review raw data. - Professional Correspondence & Reporting: Draft, review, and manage emails, internal communications, and operational reports. Flag sensitive or high-impact items for CEO attention. - Department & Stakeholder Liaison: Act as the virtual point-of-contact between CEO and department heads. Follow up on delegated tasks to ensure deadlines are met without repeated reminders. - Operational Oversight & Documentation: Maintain digital files (Dropbox, Google Docs), track KPIs, monitor progress on initiatives, and ensure all critical information is accurate and accessible. - Project & Special Initiative Support: Assist with onboarding, document organization, and special projects, identifying gaps and proactively suggesting improvements. - Client & Process Administration: Support client management processes, track automation workflows in GoHighLevel, and manage related administrative tasks. What We Actually Care About - You surface only what truly requires CEO attention while resolving routine matters independently. - You anticipate scheduling or workflow conflicts and act proactively to prevent disruptions. - You produce actionable reports and summaries, not raw data dumps. - You coordinate across departments and stakeholders to ensure deadlines and KPIs are met. - You adapt communication style depending on context and urgency. What This Role Is NOT - Not a low-impact administrative assistant role; independent judgment is required. - Not for candidates who require step-by-step instructions or micromanagement. - Not solely a scheduling or email management role; executive support and operational oversight are key. - Not for those unable to maintain discretion with sensitive business and client information. - Not limited to internal tasks; this role requires cross-departmental coordination and problem-solving. Position Details - Hours: Full-time, remote (Philippines) - Work Style: Async, US-aligned work hours, performance-driven - Structure: Employee / Contractor Application Instructions - Submit resume with examples of past executive support, highlighting independent decision-making, calendar & project management, and cross-department coordination. - Include a short scenario response: Describe how you would handle three overlapping CEO priorities with conflicting deadlines, specifying escalation points and independent resolutions.