Customer Success Specialist

2 weeks ago

Remote, Canada WellnessLiving Full time

**Title**: Customer Success Specialist (Level 1)

**Department**: Customer Success

**Salary**: Based on experience + bonus+ vacation + benefits

**Location**: Remote

**Length**: Full-time, Permanent

About Us

WellnessLiving is one of the fastest growing software companies in North America with over 10 million users worldwide Thousands of business owners in the fitness, wellness, yoga, music, dance, and martial arts industries love our platform as it helps grow their business through dynamic and innovative features. We are passionate about providing entrepreneurs with optimal solutions to help them run their business with ease.

Known as the software company with a heart, we are extremely customer focused. Our customers are our number one priority, and we do all we can to make sure their business needs are being fulfilled. With a growing community of customers and offices globally, our mission is to be the all-in-one software solution that propels businesses forward

**Responsibilities**:

- Answer call-back requests from customers
- Provide software support by troubleshooting technical issues or general account queries
- Set and communicate expectations and timelines for resolutions with accounts
- Investigate the root cause of issues using system knowledge
- Gather information on issues from customers to report or escalate to appropriate departments
- Contribute feedback on support processes and procedures to Customer Success Team Leader(s)
- Utilizes strong communication skills and multiple systems and resources to effectively understand customer issues and resolve customer complaints from all channels
- Demonstrates diplomacy when dealing with difficult situations, focusing on resolving the customer’s concern while professionally representing the company
- Understand and deliver on KPIs and performance expectations as outlined by Customer Success Management
- Performs other duties as assigned by Customer Success Team Leader

**Skills & Qualification**:

- Minimum 2 years’ experience working in Customer Support position or higher
- Highly organized and detail-oriented
- A solution-oriented approach to problem solving
- Familiarity with the operations and needs of a business owner in small-to-medium sized businesses
- Exceptional written and verbal communication skills
- Well-developed ability to build strong relationships, quickly establish credibility and collaborate across multiple internal and external teams
- Ability to quickly leverage tools and technology such as Microsoft Office Suite and Zoho Desk
- High energy level, demonstrated drive to succeed, and comfortable with urgency
- Experience within a fast-paced growth organization is ideal

**Benefits**:

- Extended health care
- Vision care
- Vacation & paid time off
- Life insurance
- EAP
- Work from home opportunities
- Company events & social hours
- Dental care
- Casual dress
- On-site parking
- Discounted/free food

Please note that those who meet the qualifications for the position will be contacted directly.

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