Customer Solutions Specialist - SMB

Responsibilities

• Answer inbound calls, emails, and call-back requests from customers
• Provide technical software support by troubleshooting issues and resolving account queries
• Investigate root causes of problems using deep system knowledge
• Gather and document issue details to report or escalate to Subject Matter Experts
• Maintain a professional, service-oriented company image
• Assist in training Customer Success Trainees by monitoring their communication skills

Requirements

• 1 to 3 years of customer support experience, specifically supporting international clients (US, Canada, or Australia)
• Proficiency in English communication, both written and verbal
• Experience with Microsoft Office Suite, ZOHO CRM, Intercom, and JIRA
• Strong problem-solving skills with a solution-oriented mindset
• Ability to work shifts within the Eastern Time Zone (Monday to Sunday)
• Experience in the SaaS industry is a competitive advantage

Preferred Qualifications

• Familiarity with the operational needs of small-to-medium-sized business owners
• High energy level and the ability to work with a sense of urgency

Benefits

• Competitive salary package
• Comprehensive Group Health and Life Insurance
• Gratuity and EOBI
• Transport facility or fuel allowance (within 20km radius)
• Paid time off (Annual, Sick, Casual, Bereavement, and Parental)
• Quarterly bonuses and fun events
• Staff recognition and training programs
• Clear career progression and promotion opportunities

About the Company

WellnessLiving is a fast-growing software company dedicated to empowering class and appointment-based businesses. Trusted by over 5,000 business owners and 15 million users worldwide, we provide a reliable, easy-to-use platform designed to help businesses manage and grow. We pride ourselves on a customer-focused, community-centered culture that celebrates wins and inspires continuous innovation.