• 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.

Role Description Support at Informed K12 is not a ticket queue. It is the function that keeps districts running and gives the rest of the company an honest read on where the product needs to improve. As a Support Specialist, you will be the first point of contact for district administrators working through issues with our platform. You will triage a queue at the start of each shift, troubleshoot problems to their root cause, and make sound decisions about when to resolve them yourself and when to bring in someone else. When you escalate, you provide enough context that whoever you hand it to can act immediately. This is also a feedback role. The patterns you surface and the product knowledge you build feed directly into how we improve the platform. Districts count on us to catch what is not working before it compounds. This role requires genuine product mastery, independent learning, and judgment under pressure. What You'll Do - Serve as the first line of support for inbound requests from district administrators, managers, and frontline staff. Respond quickly, accurately, and with solutions that address the actual problem, not just the stated one. - Triage and prioritize a support queue at the start of each shift, weighing urgency, user type, issue type, and downstream impact simultaneously. - Troubleshoot issues down to the root cause before proposing a fix. Escalate to Tier 2 or technical teams when appropriate, with enough context for them to act without a handoff conversation. - Support customers in configuring their workflows and processes on the platform to meet both their needs and our standards. - Contribute to ticket categorization, pattern recognition, and cross-team feedback loops with Operations, Product, and Engineering. Qualifications - 1 to 2 years in a tech or startup environment in a customer-facing role. - 3 to 5 years in a non-tech field such as education, nonprofit, or operations. Requirements - You ask follow-up questions before you act. - You can review the full queue and make a defensible call on what to do first. - Your written communication is clear and efficient. - On high-volume or repetitive tasks, you have a process for checking yourself. - You learn new tools and systems independently. - Your judgment on when to escalate is sound. - You take feedback on your decisions without becoming defensive. - You are motivated by doing the work well. Benefits - Healthcare coverage covered at 100% for employees & 35% for all dependents. - Uncapped PTO. - Monthly productivity allowance (work where you thrive! This covers a co-working space, coffee shop, working lunch). - New hire stipend for remote office set-up. - Monthly wifi reimbursement. - Annual personal office supply stipend. - Stipend for skills development (begins at 1-year anniversary). - 401K plans. What This Is Not This is not a conventional support role with steady-state responsibilities and a fixed script. The platform is changing, the expectations will grow with it, and strong performance here means becoming indispensable rather than just keeping pace. If you are looking for predictability, this is not the right fit. How to Apply Submit your resume and a brief note, a few sentences, on why this role and why now. We read these. Generic responses that are not specific to Informed K12 or this role do not move forward. The hiring process includes a phone screen, a take-home product exercise (approximately one hour), two structured skills interviews with exercises, and a leadership conversation. The full process typically runs three to four weeks.

• The Senior SAP SD/CS Consultant works on complete life cycle SAP ECC and S/4HANA implementations, transformations and roll-out projects • Take responsibility for process, functional and technical design in SAP projects for SAP module SD and Customer Service (CS) • Conduct top-down workshops to advise and direct our clients on their needs • Support knowledge transfer with the objective of providing value-adding consulting solutions • Coach and mentor less experienced SAP SD Consultants • Drive end-to-end rollout activities within the America region