Customer Support Specialist

🕒 October 26

🇨🇦 Canada – Remote

💵 $55k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Welbi

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

🏥 Healthcare

💼 Consulting

☁️ SaaS

💰 Seed Round on 2022-04

Healthcare • Consulting • SaaS

Welbi is an AI-powered resident engagement platform for senior living and long-term care communities that delivers personalized life-enrichment, activity planning, and communication tools at scale. The platform combines intelligent resident profiles and assessments, AI-driven activity and friend matching, automated recreation planning, attendance tracking, and integrations with EHRs and enterprise systems to improve resident wellness, compliance, staff efficiency, and occupancy outcomes. Welbi is offered as a cloud-based solution to community operators and headquarters teams to drive measurable improvements in satisfaction, length of stay, and operational productivity.

📋 Description

• Serve as the primary point of contact for customer support across phone, email, and chat • Troubleshoot product questions, investigate reported issues, and guide customers through platform functionality and best practices • Resolve access and usability issues for residents and family members using the Welbi Community Portal • Document bugs, gather relevant details, and partner with Product and Engineering to investigate and resolve issues • Respond promptly, communicate clearly, and ensure customers feel heard and supported • Investigate account data and prepare custom reports to answer customer questions and verify root causes • Analyze support tickets, customer feedback, and satisfaction trends to identify product, documentation, and process improvements • Share customer insights with Customer Success, Product, and Engineering to help shape product enhancements • Improve support processes using AI, automation, and other technologies • Monitor and report on key support metrics, including response times, resolution rates, and customer satisfaction • Expand self-service resources and reduce support volume through documentation and customer education • Maintain, organize, and improve Welbi’s online Knowledge Base • Create and maintain help articles, video walkthroughs, and other educational resources • Prepare and distribute customer communications, including feature release announcements and the monthly customer newsletter • Partner with Customer Success, Product, and Engineering to keep education resources accurate and current • Coordinate client configuration requests, including configuration updates, data imports, and integration support • Ensure customer configurations are completed accurately, efficiently, and on schedule

🎯 Requirements

• Experience supporting customers in a SaaS environment • Exceptional written and verbal communication skills • Strong troubleshooting and critical thinking skills • Ability to investigate issues, identify root causes, and collaborate with cross-functional teams • Highly organized with exceptional attention to detail • Ability to manage multiple priorities in a fast-paced environment • Analytical mindset with ability to identify trends and translate customer feedback into actionable recommendations • Ability to apply emerging technologies to improve support operations • Collaborative approach to partnering with Customer Success, Product, and Engineering • Knowledge Base or customer education content experience is a plus, but not required • Software implementation support experience is a plus, but not required • Familiarity with HubSpot or similar CRM and customer support platforms is a plus, but not required • Experience using AI-powered support tools or workflow automation is a plus, but not required

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