Customer Solutions Specialist – SMB

About the role

As a Customer Solutions Specialist for SMB clients, you will be the first point of contact for WellnessLiving’s customers, providing personalized assistance and ensuring their success with the platform. The role blends technical troubleshooting with a strong focus on empathy and clear communication, working on a flexible schedule aligned with the Eastern Time Zone.

Key responsibilities

• Answer inbound calls and emails from customers and handle callback requests.
• Provide software support by troubleshooting technical issues and general account queries.
• Investigate root causes of problems using system knowledge and document findings.
• Gather detailed information from customers to report or escalate to Subject Matter Experts.
• Flag customers exhibiting problematic or negative behavior for appropriate handling.
• Promote and maintain high‑quality, professional interactions throughout each support case.

Required profile

• Customer‑first mindset with a genuine passion for helping others.
• Strong empathy, clear communication, and the ability to understand business needs.
• Ability to take ownership of issues and see them through to resolution.
• Comfort working in a fast‑paced, remote‑friendly environment with flexible shifts.

Required skills

What we offer

• Inclusive, community‑focused company culture.
• Opportunities for professional growth and continuous learning.
• Benefits that support a healthier, happier life.