Account Specialist - Support (SaaS)

TL;DR

Account Specialist - Support (SaaS): Serving as a product generalist and Slack-primary responder for assigned Premium accounts within the Support Organization with an accent on troubleshooting and resolving complex, cross-functional technical issues. Focus on improving product usage patterns through clear guidance and education, and proactively monitoring customer health signals.

Location: Remote (Mexico)

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

• Serve as a Premium-facing product generalist and Slack-primary responder for assigned Premium accounts within the Support Organization.
• 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).

Requirements

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

Culture & Benefits

• Operate in a global, remote-first environment with over 1,500 team members across 15+ countries.
• Building a global community rooted in creativity, collaboration, and impact.
• Cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.