CRM Support Coordinator

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We are looking for a CRM Support Coordinator to support clients using our Leads Hub CRM platform and assist with the day-to-day management of CRM processes across We Build Trades.

Leads Hub is our in-house CRM platform built on Go High Level
, designed specifically for trade and home-service businesses to manage leads, automate follow-ups, organise pipelines, and improve their sales processes.

This role focuses on client support, onboarding assistance, and ongoing CRM guidance
, ensuring clients understand how to use the platform effectively and receive timely support when they need help.

You will act as the first point of contact for many CRM-related requests
, helping resolve common issues, guiding clients through platform functionality, and ensuring they get maximum value from the system.

This role works closely with the CRM & Automation Specialist
, as well as the Marketing, Sales, and Account Management teams, helping maintain a smooth and organised CRM experience for both internal teams and external clients.

Note:

This position is office-based with no hybrid or remote working options
.

1. Client CRM Support & Assistance

• Act as a primary point of contact for client questions related to the Leads Hub CRM platform.
• Provide day-to-day support to clients who require assistance using the system.
• Respond to client queries relating to:
  • Lead pipelines
  • Contact records
  • Opportunity stages
  • Automation triggers
  • Messaging tools
  • Notifications and follow-ups
• Help clients understand how to use the system properly so they can manage their leads efficiently.
• Ensure support requests are handled in a clear, professional, and timely manner.

2. Client Onboarding & Platform Guidance

• Support the onboarding process for new Leads Hub users.
• Help guide new clients through the platform so they understand the core functionality including:
  • Lead pipelines and opportunity stages
  • Contact management
  • Follow-up workflows
  • SMS and email communication tools
  • Basic reporting and activity tracking
• Ensure clients understand how to track their leads and manage their sales processes inside the system.
• Provide reassurance and clarity during onboarding so clients feel confident using the platform.

3. CRM System Usage & Best Practice Guidance

• Help clients adopt best practices when using Leads Hub.
• Managing incoming leads
• Following up with prospects
• Keeping contact records accurate
• Tracking opportunities through the sales process
• Encourage consistent CRM usage so clients get the maximum benefit from the platform.
• Help identify where clients may not be using the system effectively and provide guidance to improve adoption.

4. Coordination with CRM & Automation Specialist

• Work closely with the CRM & Automation Specialist who manages the technical side of the platform.
• Escalate more complex technical issues such as:
  • Automation errors
  • Integration issues
  • Advanced workflow changes
  • System configuration adjustments
• Provide clear information to the specialist so issues can be diagnosed and resolved efficiently.
• Assist with testing and reviewing new workflows or system updates when required.

5. Internal CRM Support

• Support internal teams at We Build Trades with CRM-related tasks.
• Assist with:
  • Pipeline updates
  • Contact record organisation
  • Opportunity management
  • System troubleshooting
• Help maintain accurate CRM data across the business.
• Ensure internal users follow consistent processes when using the CRM.

6. Documentation & Training Resources

• Maintain clear documentation for CRM processes.
• Help develop and improve support materials including:
  • Onboarding guides
  • Training instructions
  • Step-by-step walkthroughs
  • Internal CRM process documentation
• Identify common user questions and help improve training resources so issues can be resolved faster.
• Support improvements to onboarding processes as Leads Hub continues to grow.

7. System Feedback & Process Improvement

• Provide feedback on how clients are using the CRM platform.
• Identify recurring issues, user challenges, or areas where the system could be improved.
• Share insights with the CRM & Automation Specialist and leadership team to improve system usability and efficiency.
• Contribute to refining CRM processes so the platform remains scalable as the number of users increases.

• Experience working with CRM platforms or customer management systems.
• Strong organisational and problem-solving skills.
• Excellent communication skills with the ability to explain systems clearly.
• Ability to manage multiple support requests at the same time.
• Comfortable working with software platforms and technical systems.
• Strong attention to detail when working with data and records.
• Experience working with Go High Level or similar CRM platforms.
• Experience supporting users or clients with technical systems.
• Experience working within a marketing agency or service-based business.
• Basic understanding of marketing automation or sales pipelines.
• Experience…