Case Study · Recruitment & Placement
We Sent This SaaS Company Too Many Qualified Candidates Within Five Days
A CRM for therapists promises fast, human support, and its team was stretched thin. Founder Brent Stutzman had candidates to interview within five days and a new specialist on tickets in under a month.
Company
TheraSaaS
Industry
CRM software for mental health practices
Headquarters
Hinsdale, Illinois
Service used
Recruitment & placement
Who Is TheraSaaS?
Therapists are not known for loving software. TheraSaaS is built for them anyway: an intake and marketing CRM for private and group mental health practices, running on HighLevel and shaped around how therapy practices find and book clients.
Founder and CEO Brent Stutzman’s team supports more than 1,000 practice owners and admins, and much of that help happens live on Zoom.
The Challenge: A Support Team Running Hot
Brent runs support on one rule: speed is king. He wants TheraSaaS known for the best customer service of any company building on HighLevel, and he tracks it through first response and resolution times on every ticket.
By mid-2026, a small team was answering tickets, running onboarding calls, and taking technical setup calls all at once. The 15-minute first response goal was getting hard to hold.
The next hire needed to know HighLevel already, handle patient health information with care, and be calm on camera with a frustrated practice owner. Brent also knew who would pay if the search dragged on.
“I wanted them to stay encouraged and positive and things like that, and felt like I was resourcing them well.”
Brent Stutzman, Founder & CEO, TheraSaaSThe Solution: Candidates Within Five Days
We scoped the role as a HighLevel support specialist, not a developer, and added a skills test on the platform itself.
Brent had about six profiles within five days. He ran our pre-screening notes through Claude next to the personality profiles of his best support staff, then interviewed his top three on video.
“If there’s like a bad thing, it’s like you sent me too many qualified people.”
Brent Stutzman, Founder & CEO, TheraSaaSHe chose Rehan, who had interviewed with us six months earlier for a different role.
Rehan is based in India. It isn’t one of our usual recruiting regions, but we’ll widen the search when a role calls for it, and this one did. He had spent 15 to 16 months on HighLevel’s own support desk and already understood HIPAA and patient data.
Brent didn’t keep the role narrow. Rehan answers tickets, runs training and onboarding calls, and customizes the CRM for subscribers.
“He does give me the liberty to learn more rather than just being a support agent.”
Rehan, Support & Onboarding Specialist, TheraSaaSThe Results
Results at a Glance
- First candidates within five days, and a hire in under a month
- One month of part-time training, then full-time on tickets and onboarding calls
- First responses back under the 15-minute goal
- Average resolution of 23 hours against a 24-hour target
- HighLevel escalations that once sat open for weeks now close in one to two days
The team Brent worried about burning out now has another pair of hands on every queue.
Looking Ahead
Brent is teaching his whole team to build with AI. He has already walked Rehan through rebuilding a subscriber website with Claude, work that sits well outside a support job description. The next goal is pushing resolution times lower.
“They have a great process. They got me some really quality contacts right away so I can start interviewing within just a few days.”
Brent Stutzman, Founder & CEO, TheraSaaSIs your support team one busy month from burning out?
Go Carpathian finds support specialists who already know your platform, so they’re answering tickets in weeks, not months. We source and vet; you choose who joins.
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