Source Job

• Act as a technical resource to our customer base for HighLevel’s suite of software features.
• Troubleshoot product issues and support software solutions, preferably within the technology industry.
• Provide exceptional customer service inclusive of excellent communication and responsive follow-through.

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. With over 1,500 team members across 15+ countries, they operate in a global, remote-first environment and cultivate a culture where innovation thrives.

• Becoming an expert on the Laurel product.
• Responding to and resolving inbound customer support inquiries in a timely, professional, and authoritative manner during core US business hours (9am–6pm ET).
• Owning strategic projects in Customer Support, including Help Center articles, internal documentation, and support operations initiatives.

Laurel is on a mission to return time. As the leading AI Time platform for professional services firms, they’re transforming how organizations capture, analyze, and optimize their most valuable resource: time. Their team comprises top talent in AI, product development, and engineering—innovative, humble, and forward-thinking professionals committed to redefining productivity in the knowledge economy.

• Manage and respond promptly to support tickets, ensuring transparent, human-centric, and efficient service.
• Identify bugs, diagnose platform behavior, and escalate complex cases to our QA and Software Engineering teams, following up until resolution.
• Identify patterns in user difficulties and suggest product enhancements based on daily feedback.

Wxrks' technology solves the complexity of managing translations at scale. With their context-first translation platform, localization managers, translation agencies, translators, and devs alike can translate, contextualize, and scale global experiences that get results, all backed by enterprise-grade hosting and security.

• Serve as the first point of contact for inbound phone support, documenting detailed call notes and coordinating with internal teams
• Manage HubSpot email queues across multiple products and user groups, ensuring all tickets are resolved within SLA
• Provide real-time support via chat for Snapdocs’ RON product

Snapdocs is transforming the U.S. mortgage market by designing workflow software and AI-driven automation that connects lenders, settlement teams, notaries, and investors. They are backed by Sequoia, Y Combinator, and F-Prime and building for the long term.

• Own post sale technical quality and proactive support quality, triaging requests, reports, issues, bugs and help turn into actionable fixes.
• Test new SDK releases before they ship, keeping Customer Success teams ahead of issues before they escalate.
• Architect the best workflows, build customer support automations, and own the documentation.

AppSamurai developed Storyly, a content experience platform for mobile commerce with GenAI capabilities. Trusted by 400+ brands in 40+ countries, Storyly enables smart, goal-driven, and personalized content flows within apps and websites.

• Handle customer requests and feedback via phone and email through Salesforce (including troubleshooting and real time assistance).
• Be a highly organized go-getter and problem-solver who seeks to enhance our customer experience by delivering accurate, quick and professional assistance.
• Answer incoming customer calls, tickets and chats regarding product problems, service questions and general client concerns

Keeper Security is transforming cybersecurity for people and organizations globally. They are trusted by millions of individuals and thousands of organizations, and is the leader for password, passkey and secrets management, privileged access, secure remote access and encrypted messaging.

• Investigate and troubleshoot complex technical issues across the Synthesia platform
• Apply fixes, configuration changes, or validated workarounds where possible
• Escalate to Engineering with clear diagnostic details and impact assessments

Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, they develop products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.

• Partnering with users to troubleshoot, identify bugs, and provide workarounds.
• Providing Engineers with details on bugs identified for the resolution of complex issues.
• Writing and developing internal resources (knowledge base articles, applications)

ShipHero provides warehouse management software (WMS) to help customers efficiently manage eCommerce logistics. They aim to empower brands, retailers, and 3PLs with their technology.

• Respond to customer inquiries in a timely and accurate manner.
• Troubleshoot login issues, account access problems, and subscription questions.
• Clearly explain app functionality in a way that is easy for non-technical users to understand.

Huckleberry builds life-changing products and experiences that help all families unlock everyday magic. More than 5 million families trust Huckleberry and their app to be their partner through parenthood; they are growing quickly and expanding their product offerings to help every family thrive.

• Deliver a world-class customer experience.
• Investigate, diagnose, troubleshoot and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed.
• Be an expert on our product and continuously build your knowledge.

AlphaSense empowers companies to make smarter decisions with market intelligence and search built on AI. They have over 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland.

• Own and resolve technically challenging customer issues.
• Serve as a technical escalation point for specialists.
• Partner with Engineering to diagnose and track complex bugs.

Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way.

• Serve as the primary point of contact for customer inquiries via chat and email on weekends and key holidays.
• Support customers through our help desk, Intercom, with clear, timely, and empathetic communication.
• Troubleshoot product and operational issues, identifying patterns and escalating bugs when needed.

Way is a B2B technology platform empowering brands to unlock the power of experiences. Founded in 2020, Way began as a solution for hospitality brands and has achieved significant milestones, including a $20 million Series A funding round in late 2022.

• Owning customer interactions across in-app chat, email, and calls, delivering timely, accurate, and high-quality support
• Supporting our customers in day to day utilization of Opus1 as well as supporting DIY onboarding customers with real time implementation questions
• Troubleshooting product issues and guiding customers through workflows with clarity and confidence

Opus1 is building the platform that powers the next generation of performing arts education. As a leading SaaS CRM for music and performing arts schools, they help organizations manage, grow, and engage their communities through modern, intuitive software. They're a fast-growing startup passionate about enabling creative education to thrive!

• Daily operations of the MCC, including monitoring live services and managing incident response.
• Responsible for customer requests and tickets within committed SLA response times.
• Create, refine, and follow policies and procedures for incident management, escalation, and communication.

Rocket Science Group is a co-development game studio specializing in multiplayer, platform services, publishing technology, and live operations for PC, console, and mobile titles. They have teams in Europe and North America and work in partnership with the game industry’s top creators.

• Be the first point of contact for our customers across all brands we support
• Respond to customers' incoming emails and chats
• Log, track, and manage bugs and support tickets in Jira, communicating with Tier 2 and Tier 3 teams internally to drive issues to resolution

Spotlio is a pricing, e-commerce, and distribution company that helps resorts and attractions increase revenue and create better guest experiences before arrival. Spotlio supports businesses across the US, Canada, Switzerland, Germany, Austria, France, Japan, New Zealand, Australia, and Chile, and continues to grow internationally.

• Serve as the primary point of contact for customers seeking technical assistance via various channels.
• Diagnose and resolve technical issues related to our marketing analytics technology platform.
• Collaborate with customers to understand their technical requirements and provide tailored solutions.

Supermetrics is a company that helps businesses manage their marketing data to make informed decisions. The company has employees across the globe and fosters a culture of growth and development.

• Act as the first point of contact for customer support inquiries.
• Resolve common customer issues related to API usage, onboarding, authentication, integration, and billing.
• Escalate issues to L2/L3 support or engineering with clear documentation, reproduction steps, and logs.

Databento provides modern APIs for financial market data, making it dramatically easier for firms of all sizes to access and use market data. As a Series A company, they’ve raised $37.8M to date and grown revenue by over 400% YoY.

• Provide phone, email, and text-based support to Roadie customers, partners, users, and other community members
• Proactively monitor in-progress deliveries and take corrective action when necessary
• Collaborate with team members from various Roadie departments to ensure seamless delivery experience

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail. With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy.

• Provide expert assistance via live chat, email, and phone, resolving a minimum of 8 tickets per hour.
• Troubleshoot software bugs and navigation issues, serving as the "power user" of the CE Broker platform.
• Surface product feedback and collaborate to enhance the internal knowledge base and streamline support documentation.

Propelus simplifies workforce compliance management across healthcare with innovative technology. As a trusted leader for over 20 years, they focus on bringing more good into the lives of the people and organizations serving healthcare.

• Respond to partner inquiries through email and our support portal.
• Diagnose and resolve technical issues related to our range of software products.
• Guide partners/users through system functionality via email, screen recordings, and video calls.

PeopleGrove is a trusted SaaS partner for colleges and universities across the United States, offering an integrated suite of platforms. They are committed to enhancing educational outcomes through innovative technology and exceptional service, serving hundreds of institutions nationwide.