Client Support Specialist

Be the person who handles it, so nobody has to think about it again.

HIP is looking for a Partner Support Specialist: someone who takes a problem, owns it, fixes it end to end, and tells everyone it's done before they have to ask. If you know HighLevel inside and out and you write a clean, professional email, we want to talk to you.

This is not a ticket-processing role.

HIP automates a large and growing share of routine work. The remaining work takes judgment: closing exceptions automation can't, checking automated output before it reaches a practice, keeping partners informed, and knowing the platform well enough to diagnose a broken workflow without waiting on someone else. The best fit has supported HighLevel for real customers, ideally in an agency or SaaS environment. Exposure to orthodontic or dental practices is a strong plus.

As a Partner Support Specialist, you'll own the support experience for a book of about 550 orthodontic and dental practices. You'll work alongside the Practice Growth Advisors who own each relationship, taking the operational and platform work off their plate so they can focus on growth.

If teammates hand things to you because they know you will get it done, this role was built for you.

What you’ll do

• Own requests from intake to verified resolution: diagnose, decide, execute, confirm the outcome, and post a written close-out.
• Handle transactional partner work, so Practice Growth Advisors don't have to, including user and team member changes, phone and call-connect issues, lead notification routing, and access changes.
• Configure and troubleshoot PracticeBeacon, our HighLevel-based CRM platform: workflows, triggers, forms, pipelines, phone setup, and 10DLC/A2P registration.
• Diagnose broken automations and integrations, including call tracking, Google, Meta, and reporting connections.
• Review and approve automated output before it reaches partners, such as review responses, patient lists, and report errors, and confirm scheduled automation actually ran.
• Deliver reactivation, review, and reputation campaigns, QR codes, and campaign landing page requests on the committed date, and own whether they worked.
• Triage web and design requests from the partner help inbox: submit them complete, track them through the web and design teams, QA the result, and confirm completion.
• Communicate directly with partners on support and platform questions, keeping the Practice Growth Advisor copied throughout.
• Share status before anyone asks: what is happening, what is blocked, who owns it, and when it will be resolved.
• Keep partner data flowing correctly between PracticeBeacon, AgencyAnalytics, and internal dashboards, and fix discrepancies at the source.
• Surface recurring failures to the Product team and propose what should be automated next.
• Document every new fix or setup path as a reusable SOP.

Who we're looking for

• You close the loop and report the outcome without being asked twice.
• You can decide what to do when a situation doesn't match the playbook, and explain your call afterward.
• You write partner-ready emails that are correct, complete, professional, and clear to a practice owner.
• You read documentation and reason from symptom to root cause, even in a system you haven't seen before.
• You escalate with a diagnosis and a recommendation, not just a problem.
• You work independently against SLAs and set your own priorities.
• You're comfortable being measured and having your work reviewed.
• You use AI tools to remove your own repetitive work.
• You're responsive and treat internal teammates with the same level of service as partners.
• You thrive in a fast-paced environment where priorities shift quickly.

What you need to have

• 2+ years supporting a CRM, marketing platform, or SaaS product in an agency or customer-facing role.
• Hands-on HighLevel/GoHighLevel experience (workflows, automations, forms, triggers, pipelines, phone and messaging registration). This is required.
• Working knowledge of ClickUp, AgencyAnalytics, Google and Meta business platforms, and call tracking. Integration and API literacy preferred.
• Excellent written communication, with strong attention to detail and organization.
• Proven ability to manage a queue against service levels with prompt, consistent responses.
• Experience supporting internal teams as well as external customers.
• Orthodontic or dental practice operations exposure preferred.
• Reliable high-speed internet and a dedicated, distraction-free remote workspace.

Compensation

Base Pay (depending on experience)

Benefits

• 401(k) matching
• Dental Insurance
• Health Insurance
• Vision Insurance
• Life Insurance
• PTO eligibility after 90 days of hire (10 vacation days the first year of service, unlimited PTO starting year two, flexible partial days, and sick/ personal days)
• Remote position (You MUST be located in the US.)

Schedule

• 8 am- 5 pm CST
• Monday to Friday