About the Company

HighLevel is a leading AI-powered, all-encompassing, white-label sales and marketing platform designed to empower agencies, entrepreneurs, and businesses in enhancing their digital presence and fostering growth. We are committed to supporting a thriving global community of over 2 million businesses, including agencies, consultants, and companies across diverse sizes and industries. HighLevel provides users with comprehensive tools to effectively capture, nurture, and convert new leads into loyal, repeat customers. As of mid-2025, HighLevel manages an impressive volume of over 15 billion API hits and processes in excess of 2.5 billion message events on a daily basis. Our robust platform manages over 470 terabytes of data distributed across five databases, operating with a network of more than 250 microservices, and supporting over 1 million domain names.

Job Description

The ideal candidate will thrive in a high-performance, high-accountability environment, providing support to team members while leveraging exceptional communication skills and a strong understanding of time management, organization, and administrative tasks to support both our customers and internal teams. To succeed in this role, you will be confident, efficient, energetic, positive, and optimistic, effectively navigating a fast-paced “virtual” environment catering to both customers and team members. As the initial point of contact for our customers, you will be responsible for welcoming, engaging, and directing customer inquiries to the appropriate representatives. Strong collaboration, time-management, and prioritization skills are essential for this position. At HighLevel, we require all team members to be on camera during all customer, peer, and supervisor interactions.

Responsibilities

• Greet customers in the virtual lobby and efficiently route them to the appropriate team member.
• Answer incoming video calls and chats, redirecting customers to the relevant team members.
• Collaborate with managers and customer support representatives to connect customers via Zoom.
• Develop and implement best practices for waiting room etiquette, ensuring a positive Zoom room environment.
• Educate customers on the functionalities of chat and Zoom support features.
• Provide valuable feedback to leadership to continuously improve the overall customer experience.
• Connect Senior Specialists with customers who have scheduled appointments.
• Facilitate urgent escalations by effectively working with managers and Senior Specialists.
• Perform other duties as assigned and/or modified based on evolving business requirements.

Qualifications

• High school diploma or GED equivalent is required.
• Prior experience as a receptionist, scheduler, administrative/clerical assistant, or in a relevant role is preferred.
• Familiarity with online calendars and scheduling tools (e.g., Google Calendar) is preferred.
• Experience handling high call volumes and addressing customer needs is preferred.
• Excellent phone, email, and instant messaging communication skills are essential.
• Strong organizational skills to maintain accurate records and readily access critical information.
• Effective time management skills to prioritize and complete a diverse range of tasks in a fast-paced environment.
• Patience and active listening skills to respond appropriately and interact positively with customers.
• Exceptional interpersonal skills to foster a pleasant experience for all customers, demonstrating a personable and attentive demeanor.
• Demonstrated emotional intelligence with the ability to adapt communication styles based on the specific nature of each interaction.
• Proven ability to create lasting first impressions and cultivate positive relationships with customers.
• Ability to work from home, being “camera ready” by maintaining a quiet workspace with minimal distractions.
• Reliable high-speed internet/Wi-Fi connection at home, ensuring minimal interruptions.
• Availability to work a flexible schedule, which may include mornings, nights, weekends, and holidays.
• Knowledge of HighLevel products and services is preferred.
• Intermediate Mac computer skills, including proficiency in using multiple monitors and applications.
• Basic knowledge of the following applications is preferred: Google Suite, Zoom, Slack, Excel, Spreadsheets, Mac, etc.

Skills

ATS Keywords

Frequently Asked Questions

Other Information

Fluent in English (required).
Demonstrated verbal and written communication proficiency.

We are an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide demographic information for compliance with government recordkeeping, reporting, and legal requirements. Providing this information is voluntary, and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.

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