Account Specialist - Support

About HighLevel:

HighLevel 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 1 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 4 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 hostnames.

Our People:

With 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 Impact:

As 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 Posts

What You'll Do::
• Serve as a Premium-facing product generalist and Slack-primary responder for assigned Premium accounts within the Support Organization.

• Premium Support onboarding calls to capture customer goals, confirm product familiarity, explain support processes, and outline how to request help in the future.

• Troubleshoot and resolve complex, cross-functional technical issues via Slack, Zoom, and scheduled calls, partnering across Dev, Product, Billing, Marketing, L2, L3, and PSM as needed.

• Answer product-related queries, resolve usage blockers, and provide timely support through Slack-first engagement with limited consultative guidance where applicable.

• Help customers avoid repeat issues and build confidence by improving their product usage patterns through clear guidance and Education.

• Monitor customer health signals via internal dashboards and proactively follow up on technical blockers, usage gaps, and unresolved issues; participate in Support Reviews (SBRs).

• Proactively reach out to Premium customers to follow up on unresolved issues and ensure continuity on critical workflows

• Participate in Product, Development, and Support org syncs to stay informed on evolving features, release impacts, and known issues relevant to Premium customers.

• Manage account coverage, handoffs, and ticket ownership transparently, following Premium Support Rules of Engagement to ensure timely, high-quality service .

• HighLevel is constantly changing as our business needs change, as may the duties of this Account Specialist role.

Experience/Education/Certifications Required ::
• BA/BS in Computer Science or equivalent combination of education and experience.

• 2-3 yrs. of practical experience supporting a B2B SAAS platform, knowledge of Highlevel will be an added benefit

• 3+ yrs. experience in Client Relations, Account Management and technical customer support experience.

• Proven experience managing dedicated client relationships or high-value accounts in a technical support capacity

• Exceptional client-facing communication skills (oral, written, and interpersonal), with the ability to explain complex technical concepts clearly to non-technical users.

• Demonstrates a proactive motivation to solve tough technical problems, and know when to escalate or seek guidance.

• Ability to diagnose, troubleshoot and resolve issues over the phone, email, or chat.

• Comfortable conversing over live Zoom and Phone conversations is a requirement.

• Outstanding analytical and problem-solving skills.

• Detail-oriented and organized to be able to accomplish a wide variety of tasks in a fast-paced environment.

• Ability to work independently and as part of a team.

Language Skills Required Vs. Preferred ::
• Fluent in English

• Demonstrated verbal and written communication skills.

Equal Employment Opportunity Information

The 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 record keeping, 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.

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