Qualifications
• Proven expertise in customer support, preferably within a tech-oriented environment.• Strong problem-solving skills and the ability to manage escalated issues effectively.• Excellent communication skills, both written and verbal, enabling you to guide customers clearly and effectively.• Familiarity with CRM systems and support ticketing software.• A passion for customer satisfaction and a commitment to resolving issues.
About the job
About HighLevel
HighLevel is an innovative, AI-driven, comprehensive white-label sales and marketing platform designed to empower agencies, entrepreneurs, and businesses in enhancing their digital footprint and accelerating growth. We take pride in supporting a vibrant global community comprising over 2 million businesses, including agencies, consultants, and enterprises of all scales and sectors. HighLevel equips users with all the essential tools to attract, nurture, and convert leads into loyal customers. By mid-2025, HighLevel is set to process over 15 billion API requests and manage more than 2.5 billion messaging events daily. Our robust platform oversees over 470 terabytes of data across five databases, operates through a network of over 250 microservices, and supports upwards of 1 million domain names.
Our Team Culture
With a diverse team of over 1,500 members spread across 15+ countries, we foster a globally inclusive, remote-first work environment. We are not just building software; we are nurturing a worldwide community grounded in creativity, collaboration, and meaningful impact. We take immense pride in fostering a culture where innovation is celebrated, ideas are valued, and individuals are prioritized, regardless of their geographical location.
Our Impact
As of mid-2025, our platform facilitates over 1.5 billion messaging interactions, aids in generating more than 200 million leads, and supports over 20 million conversations with the 2 million businesses we serve each month. Behind these statistics are real people driving their businesses forward, engaging with their customers, and making significant contributions, and we are thrilled to play a part in that journey.
Who You Are:
As a Senior Customer Support Specialist (SCSS), you will be a subject matter expert on designated products and features. Your primary responsibilities will include providing advanced support for escalated product ticket queues and collaborating with Customer Support Representatives (CSRs) to address on-demand inbound support queries. You will review escalated ticket notes supplied by CSRs and adhere to established escalation procedures to troubleshoot and resolve these tickets efficiently.
About HighLevel
HighLevel is a cutting-edge platform that transforms the way businesses engage with their customers through an AI-powered, all-in-one sales and marketing solution. With a commitment to fostering growth and innovation, HighLevel serves an expansive community, revolutionizing their digital experiences and driving success.