Product Enablement Specialist II

Product Enablement Specialist II – White Label Mobile App

About the Role

The Product Enablement Specialist II independently manages White Label Mobile Apps throughout the full app lifecycle and handles more complex customer, submission, and technical scenarios.

This role requires deeper knowledge of Apple and Google requirements, strong troubleshooting capabilities, and the ability to resolve issues with limited supervision.

Key Responsibilities

• Independently manage a portfolio of White Label Mobile Apps from onboarding through launch and ongoing updates.

• Prepare, submit, and manage apps across the Apple App Store and Google Play Store.

• Investigate and resolve Apple and Google app rejections.

• Troubleshoot developer account, build, submission, metadata, configuration, and access issues.

• Identify apps that are stuck and proactively determine the next required action.

• Handle complex customer cases and conduct troubleshooting calls when necessary.

• Guide agency owners through Apple Developer and Google Play Console requirements.

• Coordinate technical escalations with Product and Engineering teams.

• Document new rejection scenarios and resolutions for team use.

• Support PES I specialists with process and troubleshooting questions.

• Identify recurring operational issues and recommend improvements.

• Maintain SLA compliance and accurate reporting across assigned apps.

Required Technical Skills

• Working knowledge of Apple Developer, App Store Connect, Google Play Console, and mobile app submission processes.

• Experience troubleshooting Apple and Google app review rejections and submission blockers.

• Understanding of Bundle IDs, App IDs, certificates, provisioning concepts, API keys, and push notification configuration.

• Ability to manage developer account access, permissions, agreements, verification, and app transfers.

• Working knowledge of APNs/Firebase or similar mobile notification services.

• Intermediate Google Sheets/Excel skills, including VLOOKUP/XLOOKUP, formulas, data validation, conditional formatting, and reporting.

• Ability to investigate build, configuration, account, and submission issues before escalating to Engineering.

• Familiarity with APIs, JSON/configuration files, browser developer tools, or similar technical concepts is beneficial.

• Ability to validate fixes and perform end-to-end testing of mobile app workflows.

Qualifications

• Experience in SaaS, technical support, product operations, product enablement, or a similar role.

• Strong troubleshooting and analytical skills.

• Strong understanding of customer escalation management.

• Ability to independently investigate and resolve complex issues.

• Excellent written and verbal communication.

• Strong ownership and ability to manage multiple apps simultaneously.

• Ability to translate technical issues into clear customer communication.

• Typical Experience: 2–4 years

Preferred Experience

• Apple Developer Program and App Store Connect.

• Google Play Console.

• iOS and Android app submission processes.

• App review and rejection management.

• HighLevel or similar SaaS/CRM platforms.

• Familiarity with AI productivity tools.

What Success Looks Like

• Independently manages apps with minimal supervision.

• Resolves complex app submission and customer issues.

• Reduces repeated failures and unnecessary escalations.

• Proactively identifies and addresses blockers.

• Provides reliable support and guidance to PES I specialists.

• Contributes to improving team documentation and processes.

Product Enablement Specialist II – White Label Mobile App

About the Role

The Product Enablement Specialist II independently manages White Label Mobile Apps throughout the full app lifecycle and handles more complex customer, submission, and technical scenarios.

This role requires deeper knowledge of Apple and Google requirements, strong troubleshooting capabilities, and the ability to resolve issues with limited supervision.

Key Responsibilities

• Independently manage a portfolio of White Label Mobile Apps from onboarding through launch and ongoing updates.

• Prepare, submit, and manage apps across the Apple App Store and Google Play Store.

• Investigate and resolve Apple and Google app rejections.

• Troubleshoot developer account, build, submission, metadata, configuration, and access issues.

• Identify apps that are stuck and proactively determine the next required action.

• Handle complex customer cases and conduct troubleshooting calls when necessary.

• Guide agency owners through Apple Developer and Google Play Console requirements.

• Coordinate technical escalations with Product and Engineering teams.

• Document new rejection scenarios and resolutions for team use.

• Support PES I specialists with process and troubleshooting questions.

• Identify recurring operational issues and recommend improvements.

• Maintain SLA compliance and accurate reporting across assigned apps.

Required Technical Skills

• Working knowledge of Apple Developer, App Store Connect, Google Play Console, and mobile app submission processes.

• Experience troubleshooting Apple and Google app review rejections and submission blockers.

• Understanding of Bundle IDs, App IDs, certificates, provisioning concepts, API keys, and push notification configuration.

• Ability to manage developer account access, permissions, agreements, verification, and app transfers.

• Working knowledge of APNs/Firebase or similar mobile notification services.

• Intermediate Google Sheets/Excel skills, including VLOOKUP/XLOOKUP, formulas, data validation, conditional formatting, and reporting.

• Ability to investigate build, configuration, account, and submission issues before escalating to Engineering.

• Familiarity with APIs, JSON/configuration files, browser developer tools, or similar technical concepts is beneficial.

• Ability to validate fixes and perform end-to-end testing of mobile app workflows.

Qualifications

• Experience in SaaS, technical support, product operations, product enablement, or a similar role.

• Strong troubleshooting and analytical skills.

• Strong understanding of customer escalation management.

• Ability to independently investigate and resolve complex issues.

• Excellent written and verbal communication.

• Strong ownership and ability to manage multiple apps simultaneously.

• Ability to translate technical issues into clear customer communication.

• Typical Experience: 2–4 years

Preferred Experience

• Apple Developer Program and App Store Connect.

• Google Play Console.

• iOS and Android app submission processes.

• App review and rejection management.

• HighLevel or similar SaaS/CRM platforms.

• Familiarity with AI productivity tools.

What Success Looks Like

• Independently manages apps with minimal supervision.

• Resolves complex app submission and customer issues.

• Reduces repeated failures and unnecessary escalations.

• Proactively identifies and addresses blockers.

• Provides reliable support and guidance to PES I specialists.

• Contributes to improving team documentation and processes.

About Us HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 1 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users  with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.   Our People With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.   Our Impact As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.   About the Team The WhatsApp team at HighLevel oversees the full lifecycle of our WhatsApp product, from development and quality assurance to onboarding and customer support. Comprising Product Managers, QA engineers, developers, and support specialists, the team collaborates to provide a seamless and feature-rich experience for our customers. As part of this team, you will be instrumental in ensuring that agencies and businesses successfully integrate WhatsApp with their workflows, setting them up for long-term success.   About the Role HighLevel is seeking a Product Enablement Specialist  - Whatsapp to guide agency owners through the successful setup and integration of WhatsApp into their GoHighLevel accounts. You will own the onboarding experience, deliver exceptional technical support, conduct webinars, proactively reach out to agency owners whose onboarding failed, and collaborate with the support team to resolve onboarding challenges. Additionally, you will interface with Meta’s support team to troubleshoot WhatsApp-related issues, including raising and managing support tickets on the Meta support portal.   Responsibilities - Customer Onboarding: Guide customers through the setup and onboarding process for Phone Numbers, WhatsApp, and A2P 10DLC, ensuring all steps are completed successfully. - Direct Customer Interaction: Support customers via calls, emails, SMS, and WhatsApp to ensure smooth onboarding and resolve setup challenges. - Technical Guidance: Help customers purchase, configure, and verify phone numbers and WhatsApp accounts; assist with A2P 10DLC registration and carrier compliance. - Webinars and Training: Conduct group webinars and one-on-one walkthroughs to educate customers on setup best practices and requirements. - Troubleshooting: Identify and resolve technical or setup-related issues; collaborate with internal support and engineering teams for complex escalations. - Proactive Outreach: Reach out to customers whose onboarding is incomplete or has failed, offering step-by-step guidance to help them complete setup. - Documentation & Resources: Create and maintain comprehensive onboarding guides, FAQs, and troubleshooting resources. - Feedback Loop: Collect customer feedback and collaborate with Product and Support teams to improve onboarding flows and reduce friction points.   Requirements - 3+ years of experience in customer onboarding, technical support, or an equivalent customer-facing role. - Hands-on experience helping customers set up communication channels such as Phone Numbers and WhatsApp(preferred). - 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.##Preferred Soft Skills - 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.   Why Should You Join Us? At HighLevel, we foster an exciting and dynamic work environment driven by a passionate team. We believe in a collective responsibility where no task is considered someone else's job. Our unwavering focus is on providing value to our users, and we achieve this by delivering solutions swiftly through lean principles, allowing us to bring products to market in a matter of weeks rather than quarters. Every good idea is put to the test, ensuring that we maintain a high standard of innovation. We prioritise the well-being of our team, recognizing that by taking care of them, they can better serve our users. We embrace the concept of continuous and iterative improvement, understanding that progress is an ongoing journey. We are also a well funded & profitable company.    Join us at High Level, and you will have the opportunity to learn the intricacies of scaling a B2B SaaS startup and develop impactful products that cater to the needs of our customers.   Equal Employment Opportunity Information The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.   #LI-Remote #LI-AV1    

EEO Statement

The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision. We encourage you to review our Privacy Policy before submitting your application

2-4 years experience in SaaS, technical support, or product operations; knowledge of Apple Developer, App Store Connect, Google Play Console, mobile app submission; troubleshooting skills; Google Sheets/Excel intermediate; familiarity with APIs and JSON.

Key Responsibilities

• managing app lifecycle
• troubleshooting technical issues
• guiding customers

Skills & Tools

Apple Developer, App Store Connect, Google Play Console, Google Sheets, Microsoft Excel, Firebase, APNs, JSON, API

Job Details

• Category: Customer Service
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — India
• Languages: English

About Gohighlevel

An AI-powered, all-in-one white-label sales and marketing platform for agencies and businesses. — Industry: Information Technology

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