Account Specialist - Support

📋 Description

• Serve as Premium-facing product generalist and Slack-primary responder for Premium accounts.
• Lead onboarding calls to capture goals, confirm product familiarity, and outline support.
• Troubleshoot and resolve complex cross-functional issues via Slack, Zoom, and calls.
• Answer product questions, resolve usage blockers, with Slack-first guidance.
• Improve customer usage patterns with clear guidance and education.
• Monitor customer health signals via dashboards; follow up on blockers and gaps.
• Proactively reach out to Premium customers to ensure continuity on critical workflows.
• Participate in Product, Development, and Support syncs about features and issues.
• Manage account coverage, handoffs, and ticket ownership per Premium Rules of Engagement.
• Duties may evolve as business needs change.

🎯 Requirements

• BA/BS in Computer Science or equivalent education/experience.
• 2-3 years supporting a B2B SaaS platform; knowledge of HighLevel a plus.
• 3+ years in Client Relations, Account Management and technical support.
• Proven experience managing dedicated client relationships or high-value accounts.
• Exceptional client-facing communication (oral, written) to explain complex concepts.
• Proactive motivation to solve tough problems; know when to escalate.
• Ability to diagnose, troubleshoot, and resolve issues via phone, email, or chat.
• Comfortable with live Zoom and phone conversations.
• Outstanding analytical and problem-solving skills.
• Detail-oriented and organized in a fast-paced environment.
• Ability to work independently and as part of a team.
• Language: Fluent in English; demonstrated verbal and written communication.