Sr. Product Enablement Specialist - White Label Mobile App

Job description

## About Us HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes. To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently. Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability. ## Our People With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home. ## Our Impact Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that. Learn more about us on our or [YouTube Channel](https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g) or [Blog Posts](https://blog.gohighlevel.com/general-atlantic-joins-highlevel/) ## About the Role The **Senior Product Enablement Specialist** serves as a subject-matter expert for the White Label Mobile App operation, handling high-complexity cases, major customer escalations, new platform challenges, and process improvements, billing and subscription related concerns. In addition to independently managing complex apps, the Senior PES helps improve team performance through coaching, documentation, root-cause analysis, and collaboration with Product and Engineering. ## Key Responsibilities ### Advanced App & Escalation Management - Own complex and high-priority White Label Mobile App cases. - Handle advanced Apple and Google rejection scenarios. - Lead investigation of recurring submission, build, account, and platform issues. - Manage sensitive or escalated agency owner cases through resolution. - Identify root causes and determine whether issues require operational, product, or engineering solutions. - Coordinate directly with Product and Engineering on high-impact issues. - Serve as the central point of contact to align support and billing departments on related customer issues ### Subject-Matter Expertise - Serve as an escalation point for PES I and PES II specialists. - Maintain advanced knowledge of Apple App Store and Google Play requirements. - Investigate new rejection types and establish repeatable resolutions. - Create and improve SOPs, troubleshooting guides, and internal documentation. - Help ensure processes remain current as Apple, Google, and the White Label Mobile App product evolve. - Leverage AI tools and platforms to streamline troubleshooting, accelerate SOP creation, and optimize internal documentation workflows. ### Coaching & Team Enablement - Coach and mentor PES I and PES II specialists. - Assist specialists with complex cases and troubleshooting. - Share best practices and recurring learnings with the team. - Support onboarding and training of new specialists. - Help identify knowledge and process gaps across the team. ### Process & Operational Improvement - Analyze recurring blockers, rejection trends, customer issues, and operational inefficiencies. - Recommend opportunities for automation and process improvements. - Partner with Product and Engineering to reduce manual work and recurring issues. - Help improve operational SLAs, customer communication, tracking, and reporting. - Participate in pilots and testing of new White Label Mobile App processes and features. - Provide operational feedback based on customer and team experience. ## Required Technical Skills - Advanced working knowledge of the 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. - Ability to investigate technical issues across multiple systems and determine whether the root cause is related to configuration, platform/store requirements, product behavior, customer setup, or Engineering. - Strong understanding of APIs, JSON/configuration files, authentication/access concepts, logs, and developer tools sufficient to support technical investigation. - Advanced Google Sheets/Excel skills and ability to build or improve operational trackers, reporting, data validation, and workflow automation. - Experience designing and improving SOPs, technical workflows, troubleshooting guides, and escalation processes. - Ability to identify opportunities for automation and reduction of manual operational work. - Ability to reproduce technical issues and provide Engineering/Product teams with clear reproduction steps, evidence, expected behavior, and business impact. - Ability to coach PES I and PES II team members on technical troubleshooting and complex app cases. ## Qualifications - 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. - **Typical Experience: 4–7 years** ## What Success Looks Like - Complex and escalated cases are resolved efficiently. - PES I and PES II specialists become increasingly self-sufficient. - New Apple and Google issues are quickly understood, documented, and operationalized. - Recurring problems result in process, product, or automation improvements. - Operational bottlenecks and unnecessary manual work are reduced. - Product and Engineering teams receive clear, actionable operational feedback. - Agency owners receive consistent and high-quality support throughout the app lifecycle. **The Senior PES is an individual contributor with leadership responsibilities through expertise, coaching, escalation management, and operational improvement rather than direct people management.**