SaaS Customer Support & Knowledge Base Lead

SoGal Ventures; Canada; On-site; CAD 42,000 - 65,000; Full time

Job summary

Welbi is seeking a proactive, customer-focused Customer Support Specialist to deliver an exceptional experience for every Welbi customer. You will own support from first contact through resolution, collaborating with Customer Success, Product, and Engineering to investigate issues and keep customers informed.

You will also support customer implementations, maintain education resources, and contribute to process improvements.

Qualifications

• Experience supporting customers in a SaaS environment.
• Exceptional written and verbal communication skills.
• Strong troubleshooting and critical thinking with cross-functional collaboration.
• Highly organized with attention to detail and multi-tasking in a fast-paced setting.
• Analytical mindset to translate feedback into improvements and automate where possible.
• Collaborative team player with across-team problem solving.

Responsibilities

• Serve as the primary point of contact for customer support across phone, email, and chat.
• Troubleshoot product questions, investigate issues, and guide users through platform functionality and best practices.
• Assist residents and family members via the Welbi Community Portal and resolve access issues.
• Document bugs and work with Product/Engineering to resolve issues while communicating progress.
• Lead with empathy to deliver exceptional customer support and clear, proactive updates.

Skills

Customer Support Experience

Communication

Problem Solving

Organization

Continuous Improvement

Collaboration

Job description

Welbi is seeking a proactive, customer-focused Customer Support Specialist to deliver an exceptional experience for every Welbi customer. You will own support from first contact through resolution, collaborating with Customer Success, Product, and Engineering to investigate issues and keep customers informed.

You will also support customer implementations, maintain education resources, and contribute to process improvements.