Onboarding Specialist - Whatsapp

About HighLevel

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.

Our Website -https://www.gohighlevel.com/

YouTube Channel-https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post -https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers

HighLevel serves a diverse customer base, including over 70K agencies & entrepreneurs and 650K businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel

We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.

About the Team

The WhatsApp team at HighLevel oversees the full lifecycle of our WhatsApp product, from development and quality assurance to onboarding, support, and customer retention. The team is dedicated to delivering exceptional customer experiences, addressing technical and operational issues, and ensuring customers derive maximum value from the WhatsApp integration. This role focuses on reducing churn and building strong relationships with our customers.

About the Role

HighLevel is seeking a WhatsApp Onboarding Specialist 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.

Type: Full Time (Remote in India)

Responsibilities

Conduct Webinars: Host regular webinars for agency owners to explain the WhatsApp integration process, demonstrate best practices, and answer technical questions.

Customer Onboarding: Manage and execute the onboarding process for new WhatsApp customers, ensuring they are set up for success.

Technical Support: Provide exceptional IT support, troubleshooting and resolving technical issues related to WhatsApp integration, API configurations, and account setups during onboarding.

Proactive Outreach: Leverage Pendo track events to identify agency owners whose onboarding attempts have failed and proactively reach out to offer guidance and assistance.

Collaboration: Work closely with the support team to address customer issues promptly and escalate complex problems to QA or development teams when needed.

Meta Team Coordination: Interface with Meta’s support team to raise and manage support tickets for WhatsApp-related issues, ensuring timely resolution of customer challenges.

API and JSON Understanding: Use your basic knowledge of APIs and JSON structures to diagnose and troubleshoot technical problems effectively during onboarding.

Documentation: Create and maintain detailed resources, including FAQs, step-by-step guides, and troubleshooting documents, to empower customers with self-service tools.

Feedback Collection: Gather feedback from customers to identify recurring onboarding pain points and collaborate with the Product team to improve the onboarding experience.

Requirements

- 2+ years of experience in customer onboarding, IT support, or a related role.

- Familiarity with WhatsApp Business APIs and integration workflows.

- Basic understanding of APIs, JSON structures, and how they apply to troubleshooting technical issues.

- Experience conducting webinars, training sessions, or similar customer-facing presentations.

- Ability to interface with external support teams (e.g., Meta) and manage support tickets effectively.

- Proficiency in using tools like CRM systems, project management software, and basic API-related tools.

- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.

- Ability to work independently while collaborating effectively with cross-functional teams.

Preferred Soft Skills

- Strong interpersonal and relationship-building skills.

- Empathy and patience when working with customers of varying technical expertise.

- Proactive approach to identifying and solving customer challenges.

- Adaptability in a fast-paced, customer-driven environment.

- Attention to detail and a commitment to delivering exceptional service.

EEO Statement:

At HighLevel, we value diversity. In fact, we understand it makes our organisation stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities, and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences while providing excellent service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.