Customer Support – Implementation Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the main point of contact for customer support through phone, email, and chat channels.

• Assist Welbi users by addressing product queries, investigating reported issues, and guiding customers through platform features and best practices.

• Aid residents and family members utilizing the Welbi Community Portal by resolving access and usability challenges and assisting them in navigating the platform.

• Document bugs, collect pertinent information, and collaborate with Product and Engineering teams to investigate and resolve issues while keeping customers updated throughout the resolution process.

• Provide an outstanding support experience by responding swiftly, communicating effectively, and ensuring every customer feels acknowledged and supported.

• Evaluate support tickets, customer feedback, and satisfaction trends to pinpoint opportunities for enhancements in product, documentation, and processes.

• Share customer insights with Customer Success, Product, and Engineering to influence product improvements and enhance the overall customer experience.

• Continuously refine support processes by utilizing AI, automation, and other technologies to boost efficiency and customer satisfaction.

• Monitor and report on key support metrics, identifying areas for enhancing response times, resolution rates, and customer satisfaction.

• Discover opportunities to expand customer self-service resources and mitigate support volume through improved documentation and customer education.

• Oversee the maintenance, organization, and ongoing enhancement of Welbi's online Knowledge Base.

• Produce and maintain help articles, video tutorials, and other educational resources that enable customers to maximize their use of Welbi.

• Prepare and disseminate customer communications, including feature release notifications and Welbi's monthly customer newsletter.

• Collaborate with Customer Success, Product, and Engineering teams to ensure customer education resources are accurate, relevant, and up-to-date.

• Work alongside the Customer Success team to assist customers with onboarding and implementation efforts.

• Configure customer accounts and platform settings to guarantee customers are set up for success.

• Coordinate implementation activities, including configuration updates, data imports, and integration assistance.

• Ensure customer implementations are completed accurately, efficiently, and within schedule.

⛳️ Requirements

• Experience in providing support to customers in a SaaS environment, successfully resolving customer issues and delivering exceptional experiences.

• Outstanding written and verbal communication skills, with the capability to build trust, convey information clearly, and offer excellent support to customers with varying technical expertise.

• Strong troubleshooting and critical thinking abilities, capable of investigating issues, identifying root causes, and collaborating with cross-functional teams for resolution.

• Highly organized, with exceptional attention to detail and the ability to juggle multiple priorities in a fast-paced environment while upholding a high quality standard.

• An analytical mindset, skilled at identifying trends, converting customer feedback into actionable recommendations, and employing emerging technologies to enhance support operations continuously.

• A collaborative team player who enjoys working with Customer Success, Product, and Engineering teams to solve problems and enhance customer experiences.

• A plus if you possess any of the following: Experience in maintaining a Knowledge Base or creating customer education content; Experience in supporting software implementations or customer onboarding; Familiarity with HubSpot or similar CRM and customer support platforms; Experience using AI-powered support tools or workflow automation.

🏝️ Benefits

• Competitive salary informed by extensive external benchmarking.

• Two (2) weeks of vacation, to be used at any time.

• Five (5) days for personal use, covering sickness, wellness, and family needs.

• Five (5) days of office closure during the holiday season.

• Health benefits available from Day 1, so you can promptly attend your dental appointments.

• Remote-first hybrid environment; we have team members across Canada and an office in Ottawa when needed.

• Flexible working style that prioritizes productivity and results rather than the amount of time spent online.

• Employee ownership; as an early-stage startup, we recognize the importance of every hire at this stage. After four months of employment, our Board of Directors grants every employee Options in Welbi.

• Mentorship and professional development opportunities to help you remain a subject matter expert in your field, with guidance from industry leaders and access to comprehensive external programs and peer groups through incubators like Invest Ottawa and MaRS.

• A vibrant culture that goes beyond words on a wall, emphasizing monthly team gatherings for company-wide social events & lunches, team socials, quarterly cultural awards, and a constant focus on growth & development.