Product Enablement Specialist II

Overview

Guide agency owners through setting up and integrating WhatsApp, Phone Numbers and A2P 10DLC into their GoHighLevel accounts, owning the onboarding experience and resolving setup issues.

What you'll do

• Guide customers through the setup and onboarding process for Phone Numbers, WhatsApp, and A2P 10DLC, ensuring all steps are completed successfully.
• Support customers via calls, emails, SMS, and WhatsApp to ensure smooth onboarding and resolve setup challenges.
• Help customers purchase, configure, and verify phone numbers and WhatsApp accounts; assist with A2P 10DLC registration and carrier compliance.
• Conduct group webinars and one-on-one walkthroughs to educate customers on setup best practices and requirements.
• Identify and resolve technical or setup-related issues; collaborate with internal support and engineering teams for complex escalations.
• Reach out to customers whose onboarding is incomplete or has failed, offering step-by-step guidance to help them complete setup.
• Create and maintain comprehensive onboarding guides, FAQs, and troubleshooting resources.
• Collect customer feedback and collaborate with Product and Support teams to improve onboarding flows and reduce friction points.
• Interface with Meta's support team to troubleshoot WhatsApp-related issues, including raising and managing support tickets on the Meta support portal.

What you'll need

• 3+ years of experience in customer onboarding, technical support, or an equivalent customer-facing role.
• Basic understanding of APIs, JSON, and messaging workflows to assist with setup and troubleshooting.
• Experience communicating with customers across multiple channels: calls, email, SMS, and WhatsApp.
• Familiarity with CRM or ticketing systems and comfort using onboarding or communication tools.
• Excellent communication and presentation skills, with the ability to simplify technical concepts.
• Proven ability to work independently and manage multiple customer relationships simultaneously.

Nice to have

• Hands-on experience helping customers set up communication channels such as Phone Numbers and WhatsApp.
• Strong interpersonal and relationship-building skills.
• Empathy and patience when guiding customers through complex processes.
• A proactive, problem-solving mindset with attention to detail.
• Adaptability in a fast-paced environment with evolving priorities.
• A passion for helping customers succeed through smooth onboarding experiences.

Details

• Remote role; the company operates a global, remote-first environment.