Client Support Specialist

• Own requests from intake to verified resolution: diagnose, decide, execute, confirm the outcome, and post a written close-out.
• Handle transactional partner work, so Practice Growth Advisors don't have to, including user and team member changes, phone and call-connect issues, lead notification routing, and access changes.
• Configure and troubleshoot Practice Beacon, our High Level-based CRM platform: workflows, triggers, forms, pipelines, phone setup, and 10
  
  DLC/A2P registration.
• Diagnose broken automations and integrations, including call tracking, Google, Meta, and reporting connections.
• Review and approve automated output before it reaches partners, such as review responses, patient lists, and report errors, and confirm scheduled automation actually ran.
• Deliver reactivation, review, and reputation campaigns, QR codes, and campaign landing page requests on the committed date, and own whether they worked.
• Triage web and design requests from the partner help inbox: submit them complete, track them through the web and design teams, QA the result, and confirm completion.
• Communicate directly with partners on support and platform questions, keeping the Practice Growth Advisor copied throughout.
• Share status before anyone asks: what is happening, what is blocked, who owns it, and when it will be resolved.
• Keep partner data flowing correctly between Practice Beacon, Agency Analytics, and internal dashboards, and fix discrepancies at the source.
• Surface recurring failures to the Product team and propose what should be automated next.
• Document every new fix or setup path as a reusable SOP.

• You close the loop and report the outcome without being asked twice.
• You can decide what to do when a situation doesn't match the playbook, and explain your call afterward.
• You write partner-ready emails that are correct, complete, professional, and clear to a practice owner.
• You read documentation and reason from symptom to root cause, even in a system you haven't seen before.
• You elevate with a diagnosis and a recommendation, not just a problem.
• You work independently against SLAs and set your own priorities.
• You're comfortable being measured and having your work reviewed.
• You use AI tools to remove your own repetitive work.
• You're responsive and treat internal teammates with the same level of service as partners.
• You thrive in a fast-paced environment where priorities shift quickly.

• 2+ years supporting a CRM, marketing platform, or SaaS product in an agency or customer-facing role.
• Hands-on High Level/Go High Level  experience (workflows, automations, forms, triggers, pipelines, phone and messaging registration). This is required.
• Working knowledge of Click Up, Agency Analytics, Google and Meta business platforms, and call tracking. Integration and API literacy preferred.
• Excellent written communication, with strong attention to detail and organization.
• Proven ability to manage a queue against service levels with prompt, consistent responses.
• Experience supporting internal teams as well as external customers.
• Orthodontic or dental practice operations exposure preferred.
• Reliable high-speed internet and a dedicated, distraction-free remote workspace.

Base Pay (depending on experience)

• 401(k) matching
• Dental Insurance
• Health Insurance
• Vision Insurance
• Life Insurance
• PTO eligibility after 90 days of hire (10 vacation days the first year of service, unlimited PTO starting year two, flexible partial days, and sick/ personal days)
• Remote position (You MUST be located in the US.)

• 8 am- 5 pm CST
• Monday to Friday