ClinicMind · 7 hours ago
GHL Expert & Customer Support Lead (PatientHub) — Remote (U.S. Only)
United States
Full-time
Remote
Senior LevelClinicMind is hiring a GoHighLevel (GHL) Expert to lead Customer Support + Training for PatientHub, their healthcare-optimized patient engagement platform. The role involves improving technical excellence, customer experience, and training programs while managing a high-performance support team.
BillingHealth CareMental HealthSoftware
No H1B
Hiring Manager
Reuven Lirov
Responsibilities
You’ll be the technical authority on GHL inside PatientHub and the leader responsible for building and coaching a support team that delivers a best-in-class customer experience—measured by CES, CSAT, retention signals, and public reviews
You’ll own and continuously improve PatientHub’s real-world effectiveness for healthcare practices:
Workflow design (pipelines, stages, automation logic)
Campaigns, triggers, tagging, segmentation
Inbound/outbound communication flows (SMS/email/calls)
Calendar + appointment workflows
Forms/surveys/funnels as applicable
Integrations and troubleshooting across the PatientHub ecosystem
You will be expected to operate at a level where you can diagnose issues fast, explain root cause clearly, and implement fixes that scale
Customer experience isn’t a slogan—it’s a system. You’ll build that system:
Define support standards and SLAs (response, resolution, escalation)
Create clear escalation paths for complex or time-sensitive issues
Use CES and CSAT as operational feedback loops (not vanity metrics)
Turn recurring problems into documentation + training + prevention
Ensure customers get help from technical setup through optimization
You will create and maintain the full enablement engine for the PatientHub support function:
Onboarding curriculum for new hires (role-based)
Continuous education for existing hires as PatientHub changes
SOPs, playbooks, decision trees, and troubleshooting guides
Internal knowledge base hygiene (what’s current, what’s deprecated)
QA standards and coaching loops tied to real customer outcomes
In this role, you’ll ensure support contributes to brand outcomes:
Improve customer sentiment in moments that matter
Coordinate ethical asks for reviews on Google, G2, and Capterra
Help capture testimonials and referrals where appropriate
Identify patterns in feedback and route them into operational fixes
You’ll hire, coach, and manage a team that combines empathy with technical rigor:
Develop team leads and senior specialists
Drive accountability using clear scorecards and weekly rhythms
Build continuous improvement habits (RCA, retros, preventative fixes)
Partner cross-functionally with Onboarding, Retention, and Product
Qualification
Required
Deep hands-on GHL expertise in production environments (not just 'built a few funnels')
Proven leadership in customer/technical support (team management, coaching, QA)
Strong operational instincts: metrics, process discipline, documentation habits
Healthcare workflow exposure (chiro/PT/mental health/multi-disciplinary is a must)
Comfort with Slack and Google Workspace
Able to travel occasionally within the U.S
Must be U.S.-based and authorized to work in the U.S
Preferred
EOS experience (scorecards, rocks, meeting cadence)
Six Sigma or structured continuous improvement methods
Sandler familiarity (helpful for customer conversations, referrals, and objection handling)
Benefits
Full-time benefits
Company
ClinicMind
ClinicMind is a Mental Health Billing Software with built-in Practice Management automation tools.
Founded in 2000
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Reuven Lirov
Chief Operating Officer
Gregg Friedman
Chief Chiropractic Officer
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