welbi
Customer Support & Implementation Specialist
Ottawa, Ontario, Canada
Sponsorship not specifiedDetected 14 days ago
HubSpotCRMCustomer SuccessCustomer SupportResearchCommunicationCollaborationProblem SolvingCritical ThinkingMentoringOrganizational Skills
About the role
- If you're someone who enjoys solving problems, takes ownership, loves helping customers, and is always looking for better ways of doing things, we'd love to hear from you.
- Share customer insights with Customer Success, Product, and Engineering to help shape product enhancements and improve the overall customer experience.
- Prepare and distribute customer communications, including feature release announcements and Welbi's monthly customer newsletter.
Responsibilities
- Serve as the primary point of contact for customer support across phone, email, and chat.
- Support residents and family members using the Welbi Community Portal by resolving access and usability issues and helping them navigate the platform.
- Deliver an exceptional support experience by responding promptly, communicating clearly, and ensuring every customer feels heard and supported.
- Support Operations & Continuous Improvement
- Analyze support tickets, customer feedback, and satisfaction trends to identify opportunities for product, documentation, and process improvements.
- Monitor and report on key support metrics, identifying opportunities to improve response times, resolution rates, and customer satisfaction.
- Own the maintenance, organization, and continuous improvement of Welbi's online Knowledge Base.
- If you communicate, attend your meetings, and perform your job, we don't care where it happens.
Requirements
- A collaborative team player who enjoys partnering with Customer Success, Product, and Engineering to solve problems and improve the customer experience.
- Experience supporting software implementations or customer onboarding.
- Customer Support Experience
- Experience supporting customers in a SaaS environment where you've successfully solved customer problems and delivered exceptional customer experiences.
- Communication & Customer Focus
- Exceptional written and verbal communication skills with the ability to build trust, communicate clearly, and provide outstanding support to customers with varying levels of technical experience.
- Problem Solving
- Strong troubleshooting and critical thinking skills with the ability to investigate issues, identify root causes, and collaborate with cross-functional teams to resolve them.
- Organization & Execution
- Highly organized with exceptional attention to detail and the ability to manage multiple priorities in a fast-paced environment while maintaining a high standard of quality.
- Continuous Improvement
- An analytical mindset with the ability to identify trends, translate customer feedback into actionable recommendations, and apply emerging technologies to continuously improve support operations.
Nice to have
- A Plus if You Also Have the Following
Compensation
- Competitive salary, based on extensive external benchmarking.
Benefits
- Two (2) Weeks of vacation, used anytime.
- Five (5) days for personal use, including sickness, wellness, and family needs.
- Five (5) days of office closure, during the holiday season.
- Health benefits from Day 1, so you don't need to wait to go to your dentist appointment.
- Flexible working style that focuses on productivity and results, not the amount of time you're online.
Company info
- At Welbi, we're improving the quality of life of older adults like our parents and grandparents.
- We do this by transforming the way front-line workers in senior living communities provide care to them every day.
- To learn more about us - how we started, the problems we solve, and how we are helping seniors live more fulfilled lives - watch the
- VIDEO: Welbi Story
- We're backed by some of the biggest names in the senior living industry, and we are building a team of curious, customer-obsessed, collaborative, high performers who take pride in the fact that our work improves the quality of life of millions of seniors across North America.
- If that sounds like it might be a good fit for you, please keep reading.
- You will have space to voice your ideas and opinions to make changes.
- We are all part of the Welbi decision-making process.
- If you're someone who enjoys solving problems, takes ownership, loves helping customers, and is always looking for better ways of doing things, we'd love to hear from you. What you will be working on
- Configure customer accounts and platform settings to ensure customers are set up for success.
- We're looking for a proactive, customer-focused Customer Support & Implementation Specialist to help deliver an exceptional experience for every Welbi customer.
- You'll own customer support from first contact through resolution, working closely with our Customer Success, Product, and Engineering teams to solve problems, investigate issues, and keep customers informed every step of the way.
- Support Welbi users by troubleshooting product questions, investigating reported issues, and guiding customers through platform functionality and best practices.
This listing is sourced directly from welbi's careers page and normalized into a canonical job model.