Sr. Customer Support Specialist

HighLevelMexico56 years ago

supportFull-TimeMid Level

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Job Overview

Job Title

Sr. Customer Support Specialist

Company

HighLevel

Location

Mexico

Job Type

Full-Time

Experience

Mid Level

supportsenior-customer-support-specialistsenior-remote-customer-support-specialistsenior-customer-supportsenior-customer-success-specialistsenior-customer-response-specialist

About This Role

About Us

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, 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 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

Who 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.

What You’ll Do:

Specialized subject matter expert and escalation resource within the Support organization
Assists Customer Support Representatives (L1) with on-demand live inbound support requests
Handles escalated outbound & scheduled calls with customers to assist & resolve highly technical product area cases
Reviews, 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 resolution
Ensures all applicable internal & external stakeholders are fully informed throughout the resolution process
Fully documents client issues by completing advanced troubleshooting & reproduction steps before escalation to a higher level as required
Continually assesses support processes to identify potential improvements
Attend 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 Managers
Submit feedback to the Manager of Customer Support regarding the Customer
Support Representative’s (L1) escalation notes & customer-facing communications

What You’ll Bring:

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 Required:

BA/BS in Computer Science or equivalent combination of education and experience.
1+ year of experience with GoHighLevel Product
This 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 pro