Customer Solutions Specialist - SMB at WellnessLiving

WellnessLiving is seeking a dedicated Customer Solutions Specialist to join our team in Islamabad. This full-time, permanent role operates within the Eastern Time Zone, requiring any scheduled 8-hour shift within a 24-hour period, five days a week. As a rapidly growing software company focused on class and appointment-based businesses across North America, we pride ourselves on a people-centered, inclusive culture that supports both professional and personal growth. Our platform empowers over 5,000 business owners and 15 million users worldwide by providing reliable, easy-to-use tools designed to help businesses manage and expand effectively. Joining WellnessLiving means becoming part of a customer-focused, innovative team that values empathy, clear communication, and continuous improvement.

Key Responsibilities:
- Respond to inbound calls and emails from customers promptly and professionally.
- Manage call-back requests efficiently to ensure timely customer follow-up.
- Provide comprehensive software support by troubleshooting technical issues and addressing general account inquiries.
- Investigate and identify the root cause of customer issues using in-depth system knowledge.
- Collect detailed information from customers to accurately report or escalate issues to Subject Matter Experts when necessary.
- Appropriately flag customers exhibiting problematic or negative behavior.
- Uphold a high-quality, professional, and service-oriented company image in all customer interactions.
- Support Customer Success Trainees by acting as a training buddy, 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 exceptional 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.
- Proven ability to build strong relationships, establish credibility quickly, and collaborate effectively across multiple teams.
- Comfortable using technology and tools such as Microsoft Office Suite, ZOHO CRM, Intercom, and JIRA.
- High energy level, driven to succeed, and able to work effectively under urgency.

Preferred Qualifications and Benefits:
- Competitive salary package commensurate with experience.
- Comprehensive group health and life insurance coverage.
- Gratuity and EOBI benefits.
- Transport facility available for residents within a 20-kilometer radius of the office or fuel allowance provided.
- Paid time off including annual, sick, casual, bereavement, and parental leave.
- Quarterly bonuses and fun events to foster team spirit.
- Staff recognition and training programs to support career growth.
- Strong culture of internal promotion and professional development.
- A vibrant workplace environment that encourages growth, learning, and enjoyment.

The selection process includes a telephonic screening, followed by an initial online interview and a final online interview. Due to the high volume of applications, only shortlisted candidates will be contacted.

We appreciate your interest in WellnessLiving and look forward to reviewing your application. If you are passionate about delivering exceptional customer service and making a meaningful impact, this is the opportunity for you.