Product Enablement Specialist II - WhatsApp

About Us 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. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users  with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames. Our People With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home. Our Impact As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen. About the Team The WhatsApp team at HighLevel oversees the full lifecycle of our WhatsApp product, from development and quality assurance to onboarding and customer support. Comprising Product Managers, QA engineers, developers, and support specialists, the team collaborates to provide a seamless and feature-rich experience for our customers. As part of this team, you will be instrumental in ensuring that agencies and businesses successfully integrate WhatsApp with their workflows, setting them up for long-term success. About the Role HighLevel is seeking a Product Enablement Specialist  - Whatsapp to guide agency owners through the successful setup and integration of WhatsApp into their GoHighLevel accounts. You will own the onboarding experience, deliver exceptional technical support, conduct webinars, proactively reach out to agency owners whose onboarding failed, and collaborate with the support team to resolve onboarding challenges. Additionally, you will interface with Meta’s support team to troubleshoot WhatsApp-related issues, including raising and managing support tickets on the Meta support portal. Responsibilities - Customer Onboarding: Guide customers through the setup and onboarding process for Phone Numbers, WhatsApp, and A2P 10DLC, ensuring all steps are completed successfully. - Direct Customer Interaction: Support customers via calls, emails, SMS, and WhatsApp to ensure smooth onboarding and resolve setup challenges. - Technical Guidance: Help customers purchase, configure, and verify phone numbers and WhatsApp accounts; assist with A2P 10DLC registration and carrier compliance. - Webinars and Training: Conduct group webinars and one-on-one walkthroughs to educate customers on setup best practices and requirements. - Troubleshooting: Identify and resolve technical or setup-related issues; collaborate with internal support and engineering teams for complex escalations. - Proactive Outreach: Reach out to customers whose onboarding is incomplete or has failed, offering step-by-step guidance to help them complete setup. - Documentation & Resources: Create and maintain comprehensive onboarding guides, FAQs, and troubleshooting resources. - Feedback Loop: Collect customer feedback and collaborate with Product and Support teams to improve onboarding flows and reduce friction points. Requirements - 3+ years of experience in customer onboarding, technical support, or an equivalent customer-facing role. - Hands-on experience helping customers set up communication channels such as Phone Numbers and WhatsApp(preferred). - Basic understanding of APIs, JSON, and messaging workflows to assist with setup and troubleshooting. - Experience communicating with customers across multiple channels — calls, email, SMS, and WhatsApp. - Familiarity with CRM or ticketing systems and comfort using onboarding or communication tools. - Excellent communication and presentation skills, with the ability to simplify technical concepts. - Proven ability to work independently and manage multiple customer relationships simultaneously.##Preferred Soft Skills - Strong interpersonal and relationship-building skills. - Empathy and patience when guiding customers through complex processes. - A proactive, problem-solving mindset with attention to detail. - Adaptability in a fast-paced environment with evolving priorities. - A passion for helping customers succeed through smooth onboarding experiences. Why Should You Join Us? At HighLevel, we foster an exciting and dynamic work environment driven by a passionate team. We believe in a collective responsibility where no task is considered someone else's job. Our unwavering focus is on providing value to our users, and we achieve this by delivering solutions swiftly through lean principles, allowing us to bring products to market in a matter of weeks rather than quarters. Every good idea is put to the test, ensuring that we maintain a high standard of innovation. We prioritise the well-being of our team, recognizing that by taking care of them, they can better serve our users. We embrace the concept of continuous and iterative improvement, understanding that progress is an ongoing journey. We are also a well funded & profitable company.  Join us at High Level, and you will have the opportunity to learn the intricacies of scaling a B2B SaaS startup and develop impactful products that cater to the needs of our customers. Equal Employment Opportunity Information The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other 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. #LI-Remote #LI-AV1