Customer Support Representative I

📋 Description

• • As a Customer Support Representative I at HighLevel Inc., you will serve as a frontline technical resource for a global customer base of over 2 million businesses, directly contributing to customer satisfaction, retention, and platform adoption by resolving software-related inquiries and ensuring seamless user experiences with HighLevel’s AI-powered sales and marketing platform.
• • You will play a critical role in maintaining the reliability and usability of a platform that processes over 4 billion API hits and 2.5 billion message events daily, helping agencies, entrepreneurs, and businesses capture, nurture, and convert leads into lasting customer relationships.
• • Day-to-day responsibilities include responding to customer inquiries via ticketing systems, live chat, and email with timely, accurate, and empathetic technical support; diagnosing and troubleshooting common platform issues related to CRM, automation workflows, email/SMS campaigns, funnel builders, and appointment scheduling; escalating complex technical problems to appropriate engineering or product teams while maintaining clear communication with customers throughout the resolution process.
• • You will document recurring issues and customer feedback in internal knowledge bases to improve self-service resources and support efficiency; collaborate with cross-functional teams including Product, Engineering, and Customer Success to identify trends, reproduce bugs, and validate fixes; participate in ongoing training to stay current with platform updates, new feature releases, and best practices for supporting HighLevel’s evolving suite of tools.
• • You will guide customers through platform onboarding, feature adoption, and optimization strategies, helping them maximize ROI from HighLevel’s white-label capabilities; maintain detailed records of all interactions in the CRM system to ensure continuity of service and compliance with support SLAs; contribute to a positive team culture by sharing knowledge, mentoring peers, and upholding HighLevel’s values of innovation, collaboration, and customer-centricity.
• • HighLevel operates as a remote-first, global organization with over 1,500 team members across 15+ countries, fostering a culture where creativity, inclusivity, and impact are prioritized; you will join a mission-driven team committed to empowering businesses worldwide through intuitive, scalable technology.
• • The Customer Support team is integral to HighLevel’s impact—powering over 1.5 billion messages, generating 200+ million leads, and facilitating 20 million conversations monthly—ensuring that every technical interaction supports real-world growth for agencies, consultants, and entrepreneurs.
• • In this role, you will develop deep expertise in SaaS support, CRM platforms, marketing automation, and AI-driven tools, building transferable skills in technical problem-solving, customer communication, and cross-functional collaboration that are highly valued across the tech industry.
• • You will gain exposure to a high-scale, microservices-based architecture processing terabytes of data daily, offering unique insight into enterprise-level software operations and preparing you for advancement into senior support, technical specialist, or customer success roles within HighLevel or the broader technology sector.