Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Support
Date Posted
March 19, 2026
Full Job Description
đź“‹ Description
- • As a Senior Customer Support Specialist at HighLevel Inc., you will serve as a subject matter expert on assigned products and features, playing a critical role in resolving complex customer issues and ensuring seamless user experiences for over 1 million businesses globally. Your expertise will directly impact customer satisfaction, retention, and the overall reliability of HighLevel’s AI-powered sales and marketing platform, which processes over 15 billion API hits and 2.5 billion message events daily.
- • You will provide advanced technical support for escalated product ticket queues, meticulously reviewing notes from Customer Support Representatives, applying deep product knowledge, and following established escalation procedures to diagnose and resolve intricate technical and functional issues that require specialized expertise.
- • You will collaborate closely with Customer Support Representatives (CSRs) to triage, mentor, and guide resolution efforts on high-priority inbound support requests, acting as a escalation point of contact and knowledge resource to ensure timely and accurate solutions are delivered.
- • You will document resolutions, update internal knowledge bases, and contribute to the creation of support articles, FAQs, and troubleshooting guides to improve self-service capabilities and reduce repeat inquiries across the support team.
- • You will identify recurring product issues or patterns in customer feedback and work proactively with Product, Engineering, and QA teams to communicate trends, suggest improvements, and advocate for customer-centric enhancements based on real-world usage and pain points.
- • You will participate in cross-functional training sessions, product updates, and release reviews to maintain expert-level proficiency on evolving features, ensuring you remain a trusted advisor both internally and externally.
- • You will help maintain service level agreements (SLAs) and key performance indicators (KPIs) by managing ticket volume, prioritizing urgent cases, and ensuring timely follow-through on complex issues, contributing to HighLevel’s reputation for responsive and reliable support.
- • You will operate within a global, remote-first team of over 1,500 members across 15+ countries, embracing asynchronous communication, cultural inclusivity, and a shared commitment to innovation, collaboration, and putting people first—no matter where you are located.
- • HighLevel’s mission extends beyond software: you will be part of a purpose-driven organization that empowers agencies, entrepreneurs, and businesses to grow, with your support directly enabling over 200 million leads generated and 20 million conversations facilitated monthly for more than 2 million businesses served.
- • In this role, you will develop deep mastery of a sophisticated, scalable SaaS platform built on 250+ microservices and 470TB of data, positioning yourself as a top-tier support expert in the AI-driven marketing and sales technology space—gaining rare exposure to enterprise-scale systems while making tangible impact on real-world business outcomes.
🎯 Requirements
- • Minimum 3+ years of experience in technical customer support, preferably within a SaaS, software, or technology environment, with proven ability to troubleshoot complex product issues and guide resolution paths.
- • Demonstrated expertise in supporting CRM, marketing automation, or sales enablement platforms, including familiarity with lead management, email/SMS automation, funnel building, or API integrations.
- • Strong analytical and problem-solving skills, with the ability to interpret technical logs, replicate user issues, and deduce root causes from incomplete or ambiguous symptom reports.
- • Excellent written and verbal communication skills, capable of translating technical concepts into clear, empathetic language for both internal teams and external customers of varying technical proficiency.
- • Experience working in a remote, distributed team environment, with proficiency in asynchronous collaboration tools (e.g., Slack, Zoom, ticketing systems like Zendesk or Freshdesk) and self-directed workflow management.
- • Familiarity with SQL, basic scripting (e.g., Python, Bash), or API testing tools (e.g., Postman, cURL) is a strong plus for diagnosing backend-related issues.
🏖️ Benefits
- • Fully remote position with flexible hours, allowing you to work from anywhere in the world while contributing to a truly global team spanning 15+ countries.
- • Competitive salary commensurate with experience, plus performance-based bonuses tied to individual and team support excellence metrics.
- • Comprehensive health, dental, and vision insurance plans, including mental health resources and wellness stipends to support holistic well-being.
- • Generous paid time off (PTO) policy, including company-wide recharge days and flexible holiday observance to promote work-life balance.
- • Access to continuous learning opportunities, including product certifications, technical workshops, and internal knowledge-sharing sessions to grow your expertise in AI-driven marketing technology.
- • Equity eligibility (stock options) for long-term team members, aligning your success with HighLevel’s growth and mission to empower 1 million+ businesses.
- • Annual stipend for home office setup and ongoing technology needs, ensuring you have the tools to succeed in a remote-first environment.
- • Culture of recognition and appreciation, including peer-nominated awards, leadership shoutouts, and company-wide celebrations of milestones and impact.
Skills & Technologies
Senior
Remote
About HighLevel Inc.
HighLevel Inc. provides an all-in-one SaaS platform that consolidates marketing, sales and CRM tools for agencies and small businesses. The cloud software unifies landing pages, email and SMS campaigns, funnels, pipeline management, appointment scheduling, reputation management, two-way messaging, automation workflows, analytics and white-label capabilities. Designed to replace fragmented point solutions, it lets agencies resell the platform under their own brand, manage multiple client sub-accounts from a single dashboard and scale recurring revenue. Founded in 2018, the company is headquartered in Dallas, Texas, and serves tens of thousands of agencies worldwide.
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