Leading support for GHL
Year
2023 – 2025
Role
Team Lead
Client
Baam
Duration
2 years
Led a global team of seven delivering branded onboarding support for GoHighLevel users on behalf of Baam, maintaining a 4.8/5 team CSAT across time zones. Owned the department’s budget forecasting and variance tracking against plan, reallocating spend proactively to hit internal and external deadlines.
What changed
4.8/5
Team CSAT
Forecasting & variance tracking
Budget ownership
The problem
Baam provides branded, white-label onboarding support for GoHighLevel (GHL) users, so service quality and consistency across time zones directly affected GHL customers’ experience of the platform, not just Baam’s own brand.
What I did
I led a team of seven onboarding specialists across multiple time zones, running follow-the-sun handoffs so coverage never dropped. I owned the department’s budget forecasting and variance tracking against plan, reallocating spend proactively, and built training programs tailored to GHL-specific workflows to keep service quality consistent as the team scaled.
Outcome
The team held a 4.8/5 CSAT score while covering GoHighLevel users globally, and budget variance stayed on plan through proactive reallocation rather than after-the-fact correction.