Customer Support Representative I (SaaS)

TL;DR

Customer Support Representative I (SaaS): Providing technical support to customers using HighLevel’s software suite with an accent on troubleshooting product issues and resolving technical inquiries. Focus on delivering exceptional customer service through various channels and contributing to a growing knowledge network.

Location: Philippines

Company

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.

What you will do

• Provide exceptional customer service via phone, chat, and email, addressing customer questions and concerns with speed and professionalism.
• Troubleshoot product issues, gather information, and conduct analysis to resolve customer problems.
• Collaborate with team members to resolve customer issues and suggest product enhancements.
• Contribute to a growing knowledge base to improve team effectiveness and customer self-help.
• Assist customers via Zoom video calls.

Requirements

• 2+ years of prior technical support experience in a product-based organization, preferably B2B SaaS.
• Fluent in English with excellent verbal and written communication skills.
• Strong technical aptitude, analytical, and troubleshooting skills.
• Must have your own laptop, USB headset/mic, USB webcam, and a reliable high-speed broadband connection (20Mbps download speed).
• Excellent customer service attitude and the ability to be a team player and work independently.
• Experience with ticketing systems.

Culture & Benefits

• Operate in a global, remote-first environment with a team of over 1,500 members across 15+ countries.
• Contribute to a global community rooted in creativity, collaboration, and impact.
• Work in a culture where innovation thrives, ideas are celebrated, and people come first.

Hiring process

• AI tools are used to support parts of the hiring process, such as reviewing applications and analyzing resumes.
• Final hiring decisions are made by humans.