Manager, Customer Escalations

We need to output HTML fragment with sections: About the role? Actually the posting includes "About Us", "Who You Are", "What You'll Do", "What You'll Bring", "What Success Looks Like". Also salary range is given. No explicit Benefits, Pay, Schedule sections besides salary. So we should create sections for headings that have content: About Us? The instruction says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). But we should only include sections when posting has real specific content. The posting has "About Us" (company overview) maybe not needed as role section? It says do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

or drop it. The "About Us" is generic company info; could be considered "About the role"? Not exactly. Might be better to treat as a brief intro paragraph before sections. The instruction: "Prefer a few substantive sections over many thin ones." So we could have sections: About the role (maybe combine About Us and Who You Are?), Responsibilities (What You'll Do), Requirements (What You'll Bring), Qualifications (maybe same as Requirements?), Skills (maybe not separate), Benefits (none), Pay (salary range), Schedule (none). We should only include sections with real content. So we will include: About the role (maybe a brief paragraph summarizing role from "Who You Are"?), Responsibilities (What You'll Do), Requirements (What You'll Bring), Pay (salary range). Possibly also "What Success Looks Like" could be part of Responsibilities or a separate section like "Impact". But not in the list of headings; we could treat as part of Responsibilities. However we must not invent sections not in the list? The instruction says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It gives examples but not exclusive list; we could add other headings if needed but better to stick to those. So we can map: - About the role: combine "Who You Are" description (the role description) maybe plus brief About Us? But About Us is company info, not role. Could include a short paragraph about the role from "Who You Are". We'll put that as About the role. - Responsibilities: "What You'll Do" - Requirements: "What You'll Bring" - Pay: salary range. We should not include Benefits or Schedule as they are not specified. We must preserve all substantive information, not invent or summarize away detail. So we need to include all details from those sections. We need to use

• for any list of duties/requirements/benefits. The sections contain many sentences, not bullet lists originally. We need to decide if we should convert to lists? The instruction: Use
  • for any list of duties/requirements/benefits. If the original text is not a list, we can keep as

    . Only if there is a list we should use

    . The original sections are paragraphs with sentences separated by periods. Not explicit bullet lists. So we keep as

    . We must remove boilerplate: EEO statement, AI tools, privacy policy, etc. Also remove "Learn more about us on our YouTube Channel or Blog Posts". Also remove navigation etc. Also remove duplicated lines. We need to output only HTML fragment, no /, no markdown fences. Let's extract content. About Us: We may decide to include as part of About the role? But About Us is company overview, not role. The instruction says we can include About the role heading; we could put company overview there? Might be okay but it's not about the role. However we could treat "About Us" as a brief intro before sections, not as a heading. Since we prefer few substantive sections, we could omit About Us entirely if it's not role-specific. But we must preserve ALL substantive information; we cannot drop company overview if it's substantive. However the instruction says "Prefer a few substantive sections over many thin ones." It doesn't say we must include all info; but earlier: "Preserve ALL substantive information; do NOT invent or summarize away detail." So we must keep all substantive info, including About Us. So we need to include it somewhere. Could be a

    before sections, not a heading. That's acceptable. Thus output:

    About Us: HighLevel is an AI-powered business operating system ... (the whole About Us paragraph).

    Then maybe a heading

    About the role

    with the "Who You Are" paragraph. Then

    Responsibilities

    with "What You'll Do" paragraph. Then

    Requirements

    with "What You'll Bring" paragraph. Then

    Pay

    with salary range sentence. We must not include Benefits or Schedule. Check for any other substantive info: "What Success Looks Like" is also substantive. We could incorporate into Responsibilities or maybe as a separate section like "Impact". But not in the list; we could add as

    Impact

    but instruction says use headings e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. It didn't forbid other headings, but says "use

    for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. suggests those are examples, not exclusive. However to be safe, we could incorporate Success Looks Like into Responsibilities as additional paragraph. We must not repeat job title as heading. The job title is "Manager, Customer Support - Escalations". We'll not heading that. We must not put Job ID/requisition numbers as headings; none present. Now we need to extract the exact text. Let's copy About Us paragraph: "HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes. To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently. Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability. Our people With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home. Our impact Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that. Learn more about us on our YouTube Channel or Blog Posts" We need to remove the "Learn more about us on our YouTube Channel or Blog Posts" as it's likely boilerplate navigation. Also maybe remove "Our people" and "Our impact" headings inside? Those are part of the About Us text; they are substantive headings within the paragraph. We should keep them as part of the paragraph? They are headings but we are outputting HTML fragment; we could keep them as plain text or maybe convert to ? The instruction didn't say to convert internal headings. We'll keep them as part of the paragraph text. But we should remove the "Learn more about us on our YouTube Channel or Blog Posts" sentence. Now Who You Are paragraph: "The Manager, Customer Support - Escalations is a hands-on, customer-facing leader responsible for HighLevel's Customer Escalations function and some of our most complex, sensitive, and high-impact customer experiences.You will lead a team of highly skilled Specialists focused first and foremost on taking ownership of difficult customer situations and driving them toward resolution. You will personally engage with customers when situations require management-level involvement, helping restore confidence, navigate ambiguity, and coordinate the right people across HighLevel to solve the problem.Beyond individual resolution, you will use th learnings to identify recurring customer friction, uncover systemic issues, and drive meaningful improvements across the broader customer journey.This is not a traditional support management role. You will move between direct customer conversations, people leadership, operational problem solving, and cross-functional influence. Success requires exceptional communication, strong business judgment, comfort with ambiguity, and a willingness to take ownership before every answer is known." Note there are some typos: "th learnings". We must preserve as is. Now What You'll Do paragraph (multiple sentences). Let's copy: "Lead, coach, and develop a high-performing team responsible for complex and high-visibility customer escalations.Own the strategy, operating standards, performance, and continued development of the Customer Escalations function.Serve as a senior escalation point for sensitive, complex, or business-critical customer situations.Personally engage with customers in high-impact situations, taking ownership of difficult conversations and coordinating resolution across HighLevel.Build a voice-first culture, prioritizing direct customer engagement when urgency, complexity, or trust requires it.Establish scalable processes for managing escalations originating from executives, social media, online reviews, community channels, and other non-standard paths.While this role sits within Customer Support, its mandate extends across the broader customer journey. You will work across Frontline Support, Escalations, Premium Support, Customer Success, Product, Engineering, Billing, RevOps, and other functions to identify and address customer friction wherever it occurs.Translate customer insights into actionable recommendations and operational improvements.Partner across Support, Customer Success, Product, Engineering, Billing, RevOps, and other functions to solve complex customer problems and improve cross-functional experiences.Influence cross-functional teams to address recurring customer friction, clarify ownership, improve broken handoffs, and implement changes that reduce repeat escalations.Lead targeted initiatives that address recurring customer friction and measure whether changes meaningfully improve customer outcomes.Use data, automation, tooling, and process improvements to increase the effectiveness and scalability of Customer Advocacy." Now What You'll Bring paragraph: "8+ years of progressive experience in Customer Support, Customer Experience, Customer Success, Escalations, or a related customer-facing technology function, including meaningful leadership experience.Demonstrated success in a high-growth SaaS or technology environment.Experience leading high-performing customer-facing professionals and owning or materially influencing a customer-facing function or program.Exceptional written and verbal communication skills, including confidence engaging customers, business owners, executives, and senior internal stakeholders.Strong business judgment and experience navigating complex or high-risk customer situations.Demonstrated ability to identify patterns, diagnose root causes, and turn customer insights into operational improvements.Proven ability to influence and drive change across teams without direct authority.Strong analytical skills and comfort using data to prioritize problems and measure outcomes.Ability to operate independently in ambiguous situations and move fluidly between strategic thinking and hands-on execution.Strong technical curiosity and the ability to develop deep proficiency in complex SaaS products and customer use cases.Excellent prioritization skills with a strong bias toward action and ownership.Bachelor's degree or equivalent combination of education and relevant professional experience." Now What Success Looks Like paragraph: "Customer Advocacy becomes a trusted destination for HighLevel's most complex customer situations. Customers receive fast, confident ownership and direct human engagement, while leaders can trust the team to independently coordinate difficult situations across the organization.Beyond resolving individual escalations, you will ensure that what we learn from them leads