Technical Operations Manager - CRM, Automation & AI (Legal SaaS)

Job Description

Do you know HighLevel inside and out?

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Are you curious about what tech can do next, and energized by building it?

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Can you explain a technical problem in plain English to a client and to a development team?

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Do you want to own a platform, not just support it?

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If yes, keep reading.

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The Opportunity

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Law firms run their entire intake and sales process on Attorney Fuel. When the platform is slow, confusing, or built wrong, firms lose cases and we lose clients.

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You're not starting from scratch. We've built extensive infrastructure: an app designed for end-user usability, extensive automation across our help desk ticketing and project management systems, and tracking on our core KPIs. It works, and it works well.

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Now it's time to take it to the next level. We're preparing for massive growth, and we need a technical leader who keeps every firm running smoothly today and builds the platform and client experience that carry us there.

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Who We Are

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Attorney Fuel is an all-in-one consulting and software platform to fuel law firm growth.

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We help law firms automate intake, track critical data, and build systems that increase revenue and eliminate chaos. Built by leaders who've worked with over 23,000 law firms, we combine powerful automation with real data consulting.

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We don't just install software. We build revenue engines.

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About the Role

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The Technical Operations Manager owns our platform and leads our international tech team. You are the bridge between what law firms need and what engineers build.

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This is a working management role. You report directly to the COO and the CEO. Our Offshore Tech Team Manager reports to you, and behind them is a sizable team of engineers and technicians, including integration specialists. Your job is to guide, instruct, and hold that team accountable so the work gets done right. As a senior role, some of the work will be yours to do hands-on.

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You will also bring us new opportunities. What can the platform do for our clients that it doesn't do today? Is it possible? If not, why not, and what would it take? You help provide those answers.

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This role is for someone who is curious about tech, knows HighLevel deeply, and wants real ownership. It's a fun job for the right person.

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What You'll Do

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• Platform Ownership & Team Leadership
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• Lead the international tech team through the Offshore Tech Team Manager
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• Make sure the team executes builds, fixes, integrations, and updates correctly and on time
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• Optimize team workflows and resourcing
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• Tell leadership what's possible in HighLevel, what isn't, and what it would take
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• Help implement and develop our AI stack inside HighLevel
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• Roll out frequent platform updates and new features to clients and the team
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• Bring at least 3 platform improvement ideas to leadership every month: the problem, the fix, and the impact for clients
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Platform Standardization

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• Drive one clean standard across every client account: pipelines, fields, naming, and build structure
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• Audit existing accounts against the standard and lead the team in bringing them in line
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• Make sure every new build launches on the standard from day one
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Next-Generation Client Experience

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• Serve as project lead on our next-generation client experience
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• Write specs and requirements, and manage outside designers and developers
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• Own data mapping between systems
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• Run QA and pilot testing before anything reaches clients
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Onboarding Process & SOPs

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• Oversee the onboarding process from a technical standpoint (you won't run onboarding day to day)
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• Work with the Onboarding Project Management team to make sure builds are implemented correctly
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• Assist hands-on with early onboardings to learn our current process
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• Rebuild and refine our SOPs and standards hands-on, then step back and hold the team accountable to them
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• Quality-check builds and step in on complex builds when needed
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Help Desk, Support & Integrations

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• Sit above the help desk and oversee the support process (your hands-on role here will scale back as the team matures)
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• Own complex integrations and troubleshooting across CRM, phone, AI, and third-party tools, directing integration engineers and stepping in yourself when needed
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• Own support tickets from start to finish and hold the team to resolution standards
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• Interpret client requests the tech team doesn't understand, and give them the context and use case
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• Identify recurring issues and fix the root cause, not just the ticket
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How This Role Fits Into the Team

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• COO & CEO: set priorities and direction. You report directly to them.
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• Technical Operations Manager: owns the platform, technical standards, and tech team execution
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• Offshore Tech Team Manager: reports to you and manages the day-to-day work of our team of engineers and technicians
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• Onboarding Project Management Team: runs client onboarding. You own the technical process behind it.
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• Help Desk Team: handles day-to-day client tickets, with you overseeing the process, quality, and escalations
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• You make sure every client gets built right, goes live fast, and gets more value from the platform over time.
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What You Bring

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• 5+ years in SaaS technical support, technical operations, or implementation, including people management
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• Experience leading offshore or international tech teams
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• Expert-level HighLevel (GoHighLevel) experience: agency-level, sub-accounts, snapshots, workflows, and integrations. This is required.
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• Ability to leverage A.I. in an ever-changing environment.
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• You understand how systems talk to each other (APIs, webhooks, JSON) well enough to direct integration engineers and verify their work, and you can roll up your sleeves to read API docs or test an endpoint when needed
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• CSS, JavaScript, and JSON strongly preferred
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• Experience working alongside developers on a product launch or major integration
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• You fix root causes, not just tickets
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Required Soft Skills

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• Curious about technology and always looking for a better way
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• Clear, confident communicator with clients, leadership, and developers
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• Able to explain technical issues in plain English
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• Extremely organized and detail-oriented
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• Able to hold team members accountable professionally
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• Process-driven and documentation-focused
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• Comfortable working in a fast-moving startup environment
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• Committed to delivering an exceptional client experience
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Bonus Points

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• Experience working with or for a law firm, or in legal tech or professional services
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• Product management or project lead experience
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• AI tools in production: Voice AI agents, AI chat agents, automation, or LLM workflows
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• SaaS onboarding or CRM implementation experience
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• Experience writing SOPs and building repeatable processes
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What Success Looks Like in 90 Days

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• We expect you to hit the ground running. Within your first 90 days:
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• Support runs on clear SOPs, with ticket resolution and backlog targets being met
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• A platform standard is approved and the rollout is underway
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• Your monthly improvement proposals are flowing
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• You own the plan and timeline for the next-generation client experience project
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Why You'll Love Working at Attorney Fuel

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• Fully remote
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• Real ownership of the platform and the team
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• Fast-scaling startup with massive growth potential
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• Collaborative, no-drama culture
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• Hands-on work with advanced automation and AI systems
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• Direct impact on law firm growth and client success
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• Working with industry veterans with 25+ years in legal tech
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Compensation & Benefits

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• Base salary range: $86,400 – $89,500
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• Quarterly performance bonuses
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• We pay for innovation: solve a big technical challenge or ship a game-changing improvement, and you earn a cash bonus on top of your salary. No cap.
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• Total compensation of $130,000+ for top performers
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• Unlimited PTO
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• 80% employer-paid health coverage after 90 days
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• Dental and vision coverage
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• Paid training and mentorship
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• Career growth within a scaling legal tech company
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Location

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• Remote (North America). Occasional travel to events may be required.
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If you know HighLevel inside and out, love figuring out what tech and A.I. can do next, and want to own the platform and the team behind it, this role is for you.

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Attorney Fuel is an equal opportunity employer.