Customer Solutions Specialist – SMB

About the role

The Customer Solutions Specialist – SMB is the first point of contact for WellnessLiving’s small‑to‑medium business customers. You will provide friendly, personalized assistance via phone and email, troubleshoot technical issues, and ensure customers achieve success with the platform.

Key responsibilities

• Answer inbound calls, emails and callback requests from customers.
• Provide software support by troubleshooting technical issues and general account queries.
• Investigate root causes using system knowledge and gather detailed information for escalation.
• Flag problematic customer behavior and maintain a professional company image.
• Assist Customer Success trainees by monitoring their communication skills.

Required profile

• 1‑3 years of customer support experience with international (US, Canada, Australia) clients, preferably in SaaS.
• Highly organized, detail‑oriented and solution‑focused.
• Strong interpersonal and English communication skills, both written and verbal.
• Ability to build credibility quickly and collaborate across teams.
• High energy level and comfort working with urgency.

Required skills

• Microsoft Office Suite
• ZOHO CRM
• Intercom
• JIRA

What we offer

• Competitive salary package based on experience.
• Comprehensive group health and life insurance.
• Transport or fuel allowance for nearby residents.
• Paid time off (annual, sick, casual, bereavement, parental).
• Quarterly bonuses, fun events and staff recognition programs.
• Career progression with a strong promotion‑from‑within culture.