Customer Solutions Specialist - SMB

Customer Solutions Specialist - SMB
Location: Islamabad (Plot no:4, Road GLC-04, Business Park, IBECHS (Zone-IV), Gulberg Green)
Working Hours: Eastern Time Zone (Any scheduled 8-hour shift within a 24-hour period, 5 days per week, Monday to Sunday)
Job Type: Permanent, Full-time (40 hours per week)
Salary: 100,000 PKR

WellnessLiving is a software company dedicated to placing people and community at the core of everything we do. From a bootstrap startup to one of the fastest-growing software companies serving class and appointment-based businesses in North America, we empower over 5,000 business owners and 15 million users worldwide. Our platform is designed to be reliable, easy to use, and equipped with all the necessary tools to help businesses manage and grow effectively. Joining WellnessLiving means becoming part of a customer-focused, community-centered, and innovative team that values empathy, clear communication, and continuous improvement. We celebrate achievements, foster learning, and support our employees’ professional and personal growth.

Key Responsibilities:
- Respond to inbound calls and emails from customers promptly and professionally.
- Handle call-back requests efficiently to ensure customer satisfaction.
- Provide software support by troubleshooting technical issues and addressing general account inquiries.
- Investigate and identify the root causes of problems using system knowledge and resources.
- Collect detailed information from customers to accurately report or escalate issues to Subject Matter Experts.
- Appropriately flag customers exhibiting problematic or negative behavior.
- Maintain a high-quality, professional, and service-oriented image of the company among customers.
- Support Customer Success Trainees as a training buddy by monitoring their email and phone communication skills before graduation.

Required Qualifications:
- 1 to 3 years of experience in customer support or customer care, preferably with international clients from the US, North America, Canada, or Australia. Experience in the SaaS industry is a strong advantage.
- Highly organized with keen attention to detail.
- Solution-oriented mindset with strong problem-solving abilities.
- Understanding of the operations and needs of small-to-medium-sized business owners.
- Excellent interpersonal skills and proficiency in English communication, both written and verbal.
- Ability to quickly build credibility, establish strong relationships, and collaborate effectively across multiple teams.
- Proficient in using tools and technology such as Microsoft Office Suite, ZOHO CRM, Intercom, and JIRA.
- High energy and motivation with a demonstrated drive to succeed and work efficiently under urgency.

Preferred Qualifications and Benefits:
- Competitive salary package based on experience.
- Comprehensive Group Health and Life Insurance coverage.
- Gratuity and EOBI benefits.
- Transport facility available for residents within a 20-kilometer radius or fuel allowance provided.
- Paid time off including annual, sick, casual, bereavement, and parental leave.
- Quarterly bonuses and fun team events to foster a positive work environment.
- Staff recognition and training programs to support career growth.
- Clear career progression opportunities with a history of promoting from within.
- A supportive workplace culture focused on growth, development, and enjoyment.

Candidates shortlisted for this position will be contacted for a telephonic call, followed by an online initial interview and a final online interview. Due to the high volume of applications, only shortlisted candidates will be contacted. We appreciate your interest and look forward to reviewing your application.