Customer Support Representative I

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 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, our platform 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.

The Opportunity: Customer Support Representative

The primary role of the Customer Support Representative would be to act as a technical resource to our customer base for HighLevel’s suite of software features. A qualified Customer Support Representative possesses the ability to troubleshoot product issues and has experience supporting software solutions preferably within the technology industry.

Key Responsibilities & Growth Path

Today: Immediate Impact

• Provide exceptional customer service inclusive of excellent communication, responsive follow-through, and advocacy for customer issues within internal departments.
• Use judgment within defined practices and procedures.
• Work directly with other support team members of all levels, as needed.
• Maintain solid customer relationships by handling their questions and concerns with speed and professionalism.
• Be accessible and available to multiple customers.
• Establish priorities and communicate rationale and time-frame clearly to customers.
• Suggest articles to the knowledge base in an effort to promote self-help for our customers.
• Be readily available with camera on to assist customers via Zoom video calls and address their questions or concerns.

Soon: Expanding Your Expertise

• Receive and record incident-related information over the phone, chat, email (and other) channels using a variety of tools, techniques, and procedures.
• Conduct analysis, gather information (i.e., click steps, logs, screenshots), and troubleshoot customer issues.
• Resolve issues that require a broad range of troubleshooting skills related to software functionality/configuration, the Internet, hardware, networking, and general technical issues pertaining to HighLevel’s software solution.
• Work directly with team members to resolve customer issues and request enhancements for our products.
• Actively contribute to a growing knowledge network that improves the effectiveness of our team and the information available to our customers.
• Participate in the testing of new product releases.

Eventually: Long-Term Contributions

• Resolve or recommend resolutions to customer problems.
• Other duties may be assigned and/or modified as business needs change.

What You'll Bring: Essential Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience, Education & Certifications

• 2+ years of prior technical support experience in a product-based organization preferably B2B SaaS fielding and resolving technical inquiries in a well-structured professional manner.
• Strong technical aptitude, analytical and troubleshooting skills.
• Demonstrated ability to maintain self-control while defusing stressful customer situations.
• Excellent customer service attitude.
• The ability to be a team-player as well as work independently.
• Excellent note-taking skills.
• Experience with ticketing systems.
• Experience working with a combination of inbound calls, chats, and follow up emails to the customer for exceptional customer service.

Language Skills

• Fluent in English.
• Demonstrated verbal and written communication skills.

Remote Work Technical Requirements

In order to work remotely you must have your own:

• Laptop
• USB headset (customer facing) or working mic and speakers on the laptop
• USB webcam or a working and quality webcam built into the laptop
• Reliable high speed broadband connection. Your internet speed should be at least 20Mbps download speed range for quality video/Zoom calls.

Equal Employment Opportunity & AI in Hiring

The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide demographic information for compliance with government recordkeeping, reporting, and other legal requirements. This information is voluntary, will not affect your application status, and will be kept separate from your application to ensure it is not used in the hiring decision.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

#LI-Remote #LI-VP1