Senior Product Enablement Specialist – White Label Mobile App

🔥 2 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

📚 Learning and Development

👻 Ghost score 15%

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HighLevel

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

💼 Consulting

📦 Logistics

☁️ SaaS

💰 Series A on 2021-11

Consulting • Logistics • SaaS

HighLevel is an all-in-one marketing and sales platform designed to help businesses grow and succeed. The platform consolidates various marketing tools into a single solution, providing features such as lead capture through landing pages, surveys, forms, and calendars, as well as tools for nurturing leads via automated messaging across multiple channels including phone, SMS, email, and social media. HighLevel offers customizable solutions like online appointment scheduling, multi-channel follow-up campaigns, and pipeline management. Additionally, businesses can build websites, funnels, and landing pages using the intuitive page builder. HighLevel supports integrating with existing systems via API, and offers a membership platform for community building and course management. The platform is targeted towards marketers and offers white-labeling options for businesses to brand the software as their own. With a community-driven development approach and award-winning support, HighLevel is focused on empowering businesses to streamline their operations and enhance their marketing efficiencies.

📋 Description

• Serve as subject-matter expert for White Label Mobile App operations • Own complex and high-priority mobile app cases and major customer escalations • Handle advanced Apple and Google rejection scenarios • Investigate recurring submission, build, account, and platform issues • Manage sensitive or escalated agency owner cases through resolution • Identify root causes and determine operational, product, or engineering solutions • Coordinate with Product and Engineering on high-impact issues • Align support and billing departments on related customer issues • Serve as escalation point for PES I and PES II specialists • Maintain and document Apple App Store and Google Play requirements and rejection resolutions • Create and improve SOPs, troubleshooting guides, and internal documentation • Leverage AI tools to streamline troubleshooting and documentation workflows • Coach and mentor PES I and PES II specialists • Support onboarding and training of new specialists • Analyze recurring blockers, rejection trends, customer issues, and operational inefficiencies • Recommend automation and process improvements • Improve operational SLAs, customer communication, tracking, and reporting • Participate in pilots and testing of new mobile app processes and features • Provide operational feedback to Product and Engineering • Operate as an individual contributor with leadership responsibilities through expertise, coaching, escalation management, and operational improvement

🎯 Requirements

• Strong experience in product enablement, technical operations, SaaS support, mobile app operations, or a related field • Advanced troubleshooting and root-cause analysis skills • Strong knowledge of Apple and Google mobile app submission processes • Experience managing complex customer escalations • Ability to coach and support other team members • Strong written, verbal, and cross-functional communication skills • Ability to identify patterns and turn recurring problems into scalable solutions • Strong ownership and ability to operate independently • 4–7 years of typical experience • Advanced working knowledge of Apple and Google mobile app ecosystems, including submission, review, release, transfer, and account-management processes • Strong understanding of Apple Developer, App Store Connect, Google Play Console, certificates, identifiers, provisioning, API keys, APNs, and Firebase • Advanced troubleshooting of build failures, submission failures, store rejections, account/configuration issues, and mobile app integrations • Strong understanding of APIs, JSON/configuration files, authentication/access concepts, logs, and developer tools • Advanced Google Sheets/Excel skills • Experience designing and improving SOPs, technical workflows, troubleshooting guides, and escalation processes • Ability to reproduce technical issues and provide clear reproduction steps, evidence, expected behavior, and business impact • Ability to coach PES I and PES II team members • No educational credential is stated

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