Customer Support Concierge

Customer Support Concierge (Remote – Full-Time)
Location: Remote | Based in India (Delhi preferred)
Company: HighLevel
Job Type: Full-Time Work From Home
Work Environment: Remote, Camera-Ready Required

About HighLevel

HighLevel is a cutting-edge, AI-powered, white-label sales and marketing platform designed to empower digital agencies, entrepreneurs, and businesses globally. Our platform serves over 2 million businesses and processes 15+ billion API hits daily. Backed by a robust infrastructure of 250+ microservices, we are at the forefront of transforming client engagement and lead management.

As a fast-scaling SaaS organization, we offer a fully remote work environment, foster innovation, and invest in a team-first culture. With 1,500+ employees across 15+ countries, we aim to redefine customer experiences through technology and human interaction.

Position Overview

The Customer Support Concierge plays a critical frontline role in delivering a seamless and positive customer experience. You will be the first point of contact, ensuring clients are welcomed, routed, and assisted effectively via Zoom and chat support systems.

This role requires excellent communication, time management, emotional intelligence, and adaptability in a fast-paced digital environment. Your role will contribute directly to ensuring smooth operations between customers, customer support reps, and technical specialists.

Key Responsibilities

• Greet and guide customers in the virtual Zoom lobby
• Answer incoming video calls and chats, redirecting them to appropriate team members
• Coordinate Zoom support interactions and schedule management with team leads
• Maintain a professional virtual waiting room and support environment
• Train and educate users on Zoom/chat etiquette and support functionality
• Provide real-time feedback to management for continuous service improvement
• Escalate urgent queries by working closely with Managers and Senior Specialists
• Assist in documenting best practices for lobby and support room management
• Ensure a “camera-ready” environment at all times while working from home
• Take ownership of enhancing the customer’s first impression of the brand

Required Skills & Experience

Education: High School Diploma or GED (required)

Experience:

• Prior experience in customer support, reception, admin roles, or scheduling
• Experience managing high volumes of video/chat interactions is a plus

Technical Knowledge:

• Proficient in Google Calendar, Zoom, Google Suite, Slack, Excel, etc.
• Comfortable working on Mac devices and managing multiple screens

Soft Skills:

• Excellent verbal and written English communication skills
• Strong organizational and time-management skills
• High emotional intelligence and customer-first mindset
• Active listening and interpersonal skills
• Able to work independently and under pressure

Work Requirements

• A distraction-free remote workspace
• High-speed, reliable internet connection
• Ability to work flexible hours including nights, weekends, and holidays
• Must be comfortable being on video for all team and customer interactions
• Familiarity with HighLevel’s platform and services (preferred but not mandatory)

Why Join HighLevel?

• Join a company powering over 20 million conversations every month
• Work with a global SaaS leader that fosters creativity and career growth
• Be part of a people-first team culture where your impact matters
• Access to continuous learning and upskilling opportunities
• 100% remote work flexibility with global colleagues

Frequently Asked Questions (FAQs)

Q1. Is this a full-time or part-time job?
This is a full-time remote position requiring availability for flexible shifts, including evenings and weekends.

Q2. Do I need prior SaaS experience?
While SaaS experience is a plus, it’s not mandatory. However, experience in admin, reception, or customer support roles is highly recommended.

Q3. What equipment or setup do I need?
You’ll need a quiet home office setup, a fast and stable internet connection, and be comfortable using a webcam for all meetings.

Q4. Will I be required to attend meetings on camera?
Yes. Being on camera for all internal and customer-facing Zoom interactions is a core requirement.

Q5. Is there a fixed shift or flexible schedule?
The role demands flexibility. You may be scheduled for morning, evening, or weekend shifts based on business needs.

Q6. Do I need to be based in Delhi?
No, but candidates from Delhi or nearby locations may have some advantage during onboarding. This role is remote-first.

Q7. Are there growth opportunities in this role?
Absolutely. High-performing candidates can transition into roles such as Customer Success, Training, or Operations.

Q8. What’s the onboarding process like?
You’ll be introduced to the platform, tools, Zoom etiquette, and customer protocols during your initial training phase, followed by live shadowing sessions.

Q9. What soft skills are most valued for this role?
We’re looking for excellent communicators with a friendly tone, patience, empathy, and a proactive problem-solving mindset.

Q10. How is performance measured in this role?
Performance will be assessed on customer feedback, communication quality, issue resolution time, attendance, and collaboration with team members.