SaaS Technical Support Specialist (GHL Expert)

Company: Appointwise

About Appointwise
Appointwise is an AI agent builder platform that automates lead conversations for businesses. Our customers build visual AI workflows that qualify leads, book appointments, handle objections, and manage follow-ups — all without human intervention. We're growing fast and need someone sharp on the front line.
The Role
You'll be the first person our customers talk to when something isn't working. You'll manage our Intercom live chat during (9:00 AM – 5:00 PM EST), solving real problems in real time.
This is not a script-reading role. When a user's AI agent isn't responding correctly, a GHL workflow isn't firing, a webhook fails, or a booking integration breaks — you're the one who figures out why and fixes it.
What You'll Actually Do
Own the inbox. Manage the Intercom queue during your shift. Target: sub-5-minute first response, 95%+ CSAT score.
Debug AI agent workflows. Our platform has a visual workflow builder with branching logic, smart routing, knowledge bases, and booking nodes. When something breaks, you'll trace execution logs, check node configurations, and identify whether it's a user setup issue or a genuine bug.
Debug GHL integrations. Most of our customers run on GoHighLevel. You'll troubleshoot webhook failures, tag syncing issues, calendar connection problems, pipeline updates that didn't fire, and OAuth token errors.
Educate users. Guide customers to the "aha" moment. Point them to the right help article, record a quick Loom to walk through a complex setup, or hop on a screen share to solve it live. You're teaching them to use the platform better, not just closing tickets.
Escalate with precision. When you find a real bug (API failure, server error, data inconsistency), you don't just tell engineering "it's broken." You write clear reproduction steps, include the relevant logs, and tag the right person. Fast, clean handoffs.
Tools You'll Use
* Intercom — live chat, macros, knowledge base
* Appointwise platform — agent builder, test console, diagnostics dashboard, error agent view, conversation logs
* GoHighLevel — sub-account admin, workflow builder, calendars, pipelines, custom fields
* CloudWatch / Lambda logs — for tracing backend issues during escalations
* Loom — for recording walkthroughs and bug reproductions
Who You Are
GHL expert (non-negotiable). You know GoHighLevel inside out — workflows, custom values, snapshots, triggers, pipelines, sub-accounts vs agency view. If someone says "my webhook isn't firing," you already have three things to check.
Technically curious. You understand what APIs, webhooks, and browser caches are. You're not intimidated by error codes, execution logs, or JSON payloads. You don't need to be a developer, but you think like one.
Clear communicator. Flawless written English. You can explain a complex technical issue in simple terms. You match the customer's tone — professional when they're professional, casual when they're casual.
Patient under pressure. You can take a frustrated, confused user and calmly walk them to a solution. You don't take it personally. You de-escalate naturally.
Intercom experience. You've used Intercom (or Zendesk/Gorgias) in a fast-paced SaaS environment. You know how to use macros efficiently without sounding robotic.
Timezone aligned. Available, online, and fully focused during 9:00 AM – 5:00 PM EST.
Compensation
Competitive for market. Based on experience.
Why Join
Fully remote. Work from anywhere.
Your voice matters. Support feedback directly shapes our product roadmap. You'll flag UX issues, suggest features, and see them shipped.
Growth paths. Top performers have moved into Customer Success, Onboarding, and QA roles within 6 months. You'll become a deep product expert with real career progression.

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