Sr. Customer Support Specialist job opportunity at HighLevel.

HighLevel Sr. Customer Support Specialist

Experience: 3 Years

Pattern: Remote

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Support,Support

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Bachelor's (B.Sc.)

Mexico....Mexico

About UsHighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names.Our PeopleWith over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.Our ImpactAs of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.Learn more about us on our YouTube Channel or Blog PostsWho you are:Senior Customer Support Specialists (SCSS) are subject matter experts on assigned Product and Features. The core duties of the SCSS are to provide advanced support for assigned escalated Product ticket queues as well as work alongside Customer Support Representatives (CSR) to resolve on-demand inbound support requests. Senior Customer Support Specialists review the escalated ticket notes provided by Customer Support Representatives and follow the escalation procedures as needed to troubleshoot and resolve these tickets.\nWhat You’ll Do:Specialized subject matter expert and escalation resource within the Support organizationAssists Customer Support Representatives (L1) with on-demand live inbound support requestsHandles escalated outbound & scheduled calls with customers to assist & resolve highly technical product area casesReviews, manages and resolves escalated tickets covered within the SCSS Product Area(s)Conducts appropriate follow-up with clients to ensure advanced inbound support requests are brought to a timely resolutionEnsures all applicable internal & external stakeholders are fully informed throughout the resolution processFully documents client issues by completing advanced troubleshooting & reproduction steps before escalation to a higher level as requiredContinually assesses support processes to identify potential improvementsAttend product team meetings and sprint reviews regularly.Submits knowledge content drafts that outline associated product group(s) knowledge to Support Product Managers (L3)Submits major bug information drafts within their associated product group(s) to Support Product ManagersSubmit feedback to the Manager of Customer Support regarding the CustomerSupport Representative’s (L1) escalation notes & customer-facing communicationsWhat You’ll Bring:To perform this job successfully, an individual must be able to perform each essential dutysatisfactorily. The requirements listed below are representative of the knowledge, skill, and/orability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Experience/Education/Certifications Required:BA/BS in Computer Science or equivalent combination of education and experience.1+ year of experience with GoHighLevel ProductThis is a promotable opportunity for a Customer Support Representative (Level 1).Excellent oral and written communication skills as it relates to technical and product concepts Demonstrates a proactive motivation to solve tough technical problems.Ability to work independently and as part of a team.Outstanding attention to detail and personal organization.Must be self-motivated and know when to escalate or seek guidance.Detail-oriented and able to accomplish a wide variety of tasks in a fast-paced environmentAbility to diagnose, troubleshoot and resolve issues over the phone, email, or chatComfortable conversing over live Zoom and Phone conversations is a requirement1-3 yrs of experience with inbound and outbound phone calls, not required but a plus!1-3 yrs. experience in Client Relations and technical customer support experience, not required but a plus!Superior customer service skills.Outstanding analytical and problem-solving skillsStrong interpersonal skillsAbility to explain complex technical concepts.For anyone applying from the Support department, this is a promotable opportunity for CSR 2Language Skills Required Vs. Preferred:Fluent in English.Demonstrated verbal and written communication skills.In order to work remotely you must have your own:A LaptopUSB headset (customer facing) or working mic and speakers on the laptopUSB webcam or a working and quality webcam built into the laptopReliable high speed broadband connection Your internet speed should be at least 20 Mbps download speed range for quality video/Zoom calls\nEqual Employment Opportunity InformationThe company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.#LI-Remote #LI-KK1

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Sr. Customer Support Specialist job opportunity at HighLevel.

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