Customer Support Specialist

Welbi; Ottawa; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

Welbi is seeking a proactive Customer Support Specialist to deliver an exceptional experience for every Welbi customer. You will own support from first contact thru resolution, working with Customer Success, Product, and Engineering to troubleshoot, resolve issues, and keep customers informed.

You will also help with customer implementations, education resources, and process improvements, aiming to continually enhance support quality and efficiency.

Qualifications

• Experience in a SaaS environment delivering exceptional customer experiences.
• Exceptional written and verbal communication with customers of varying technical levels.
• Strong troubleshooting and analytical thinking to identify root causes and collaborate cross‑functionally.
• Highly organized with the ability to manage multiple priorities in a fast-paced setting.
• Ability to translate feedback into actionable improvements and drive processes forward.

Responsibilities

• Serve as the primary point of contact for customer support via phone, email, and chat.
• Troubleshoot product questions, investigate issues, and guide users through platform functionality and best practices.
• Support residents and family members using the Welbi Community Portal by resolving access issues and navigation problems.
• Document bugs, gather details, and partner with Product/Engineering to resolve issues while keeping customers informed.
• Lead with empathy to deliver a standout customer experience and timely resolutions.
• Analyze support tickets and feedback to identify opportunities for product and process improvements.
• Maintain Welbi's Knowledge Base and create helpful articles and video walkthroughs.
• Coordinate client configuration requests and data imports to ensure successful setups.

Skills

Customer Support

Communication

Problem Solving

Organization

Continuous Improvement

Collaboration

Tools

HubSpot

Job description

About Welbi

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 Welbi story below: 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.

About the role

We're looking for a proactive, customer-focused Customer Support 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.

Beyond support, you’ll play an important role in supporting customer implementations, own customer education resources, and support with process improvements.

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

Customer Support

• Serve as the primary point of contact for customer support across phone, email, and chat.
• Support Welbi users by troubleshooting product questions, investigating reported issues, and guiding customers through platform functionality and best practices.
• Support residents and family members using the Welbi Community Portal by resolving access and usability issues and helping them navigate the platform.
• Document bugs, gather relevant details, and partner with Product and Engineering to investigate and resolve issues while keeping customers informed throughout the resolution process.
• Lead with empathy and curiosity to deliver an exceptional customer support experience by responding promptly, communicating clearly, and ensuring every customer feels heard and supported.
• Investigate account data and prepare custom reports to answer customer questions and verify the root cause of issues.

Support Operations & Continuous Improvement

• Analyze support tickets, customer feedback, and satisfaction trends to identify opportunities for product, documentation, and process improvements.
• Share customer insights with Customer Success, Product, and Engineering to help shape product enhancements and improve the overall customer experience.
• Continuously improve support processes by leveraging AI, automation, and other technologies to improve efficiency and the customer experience.
• Monitor and report on key support metrics, identifying opportunities to improve response times, resolution rates, and customer satisfaction.
• Identify opportunities to expand customer self-service resources and reduce support volume through improved documentation and customer education.

Customer Education

• Own the maintenance, organization, and continuous improvement of Welbi's online Knowledge Base.
• Create and maintain help articles, video walkthroughs, and other educational resources that help customers get the most value from Welbi.
• Prepare and distribute customer communications, including feature release announcements and Welbi's monthly customer newsletter.
• Partner with Customer Success, Product, and Engineering to ensure customer education resources remain accurate, relevant, and up to date.

Configuration Support

• Coordinate client configuration requests, including configuration updates, data imports, and integration support, to ensure customers are set up for success.
• Help ensure customer configurations are completed accurately, efficiently, and on schedule.

What you bring

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.

Collaboration

• A collaborative team player who enjoys partnering with Customer Success, Product, and Engineering to solve problems and improve the customer experience.

A Plus if You Also Have the Following, but Not Required

• Experience in maintaining a Knowledge Base or creating customer education content.
• Experience supporting software implementations.
• Familiarity with HubSpot or similar CRM and customer support platforms.
• Experience using AI-powered support tools or workflow automation.