Client Support Specialist

HIP • Cantonment, FL

8d • Remote

About The Position

HIP is hiring a Partner Support Specialist to own operational and platform support for a portfolio of approximately 550 orthodontic and dental practices. The role handles exceptions and tasks that automation cannot, verifies automated output before it reaches practices, keeps partners informed, and diagnoses platform issues independently. The specialist works alongside Practice Growth Advisors, taking operational and platform work off their plate so they can focus on growth. This is a remote role for candidates located in the United States, with a schedule of 8 a.m. to 5 p.m. CST, Monday through Friday.

Requirements

• At least 2 years supporting a CRM, marketing platform, or SaaS product in an agency or customer-facing role.
• Hands-on HighLevel/GoHighLevel experience with workflows, automations, forms, triggers, pipelines, and phone and messaging registration; this is required.
• Working knowledge of ClickUp, AgencyAnalytics, Google and Meta business platforms, and call tracking.
• Excellent written communication, with strong attention to detail and organization.
• Ability to manage a queue against service levels and provide prompt, consistent responses.
• Experience supporting internal teams as well as external customers.
• Reliable high-speed internet and a dedicated, distraction-free remote workspace.
• Must be located in the United States.
• Ability to own issues through resolution, make decisions when situations do not match the playbook, and explain decisions afterward.
• Ability to write correct, complete, professional, clear emails for practice owners; reason from symptoms to root causes; and escalate with a diagnosis and recommendation.
• Ability to work independently against SLAs, set priorities, accept measurement and review of work, and respond reliably to changing priorities.
• Comfort using AI tools to reduce repetitive work and providing responsive service to internal teammates.

Nice To Haves

• Orthodontic or dental practice operations exposure.
• Integration and API literacy.

Responsibilities

• Own partner requests from intake through diagnosis, execution, verified resolution, and written close-out.
• Handle transactional partner work, including user and team member changes, phone and call-connect issues, lead notification routing, and access changes.
• Configure and troubleshoot PracticeBeacon, HIP's HighLevel-based CRM platform, including workflows, triggers, forms, pipelines, phone setup, and 10DLC/A2P registration.
• Diagnose broken automations and integrations, including call tracking, Google, Meta, and reporting connections.
• Review and approve automated output before it reaches partners, including review responses, patient lists, and report errors; verify scheduled automation ran.
• Deliver reactivation, review, and reputation campaigns, QR codes, and campaign landing page requests by their committed dates, and own whether they worked.
• Triage web and design requests from the partner help inbox, submit complete requests, track them through 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.
• Proactively share status, including what is happening, what is blocked, who owns it, and when it will be resolved.
• Keep partner data flowing correctly between PracticeBeacon, AgencyAnalytics, and internal dashboards, and fix discrepancies at the source.
• Surface recurring failures to the Product team and propose what should be automated next.
• Document each new fix or setup path as a reusable SOP.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance
• Life insurance
• PTO eligibility after 90 days of hire: 10 vacation days during the first year of service, unlimited PTO starting in year two, flexible partial days, and sick/personal days.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed