Customer Solutions Specialist - SMB

WellnessLiving is seeking a dedicated Customer Solutions Specialist to join our team supporting small and medium-sized businesses. This full-time, permanent role is based in Islamabad and operates within the Eastern Time Zone, requiring flexibility to work any scheduled 8-hour shift, 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 culture that values empathy, clear communication, and problem-solving. In this role, you will serve as the first point of contact for customers, providing personalized and thoughtful solutions to technical and account-related inquiries. Your ability to understand customer needs and deliver exceptional service will be key to their success and satisfaction.

Key Responsibilities:
- Respond promptly to inbound calls and emails from customers.
- Manage call-back requests efficiently.
- Provide software support by troubleshooting technical issues and addressing general account queries.
- Investigate root causes of problems using your system knowledge.
- Collect detailed information from customers to escalate issues to Subject Matter Experts when necessary.
- Identify and appropriately flag customers exhibiting problematic or negative behavior.
- Uphold a professional, service-oriented image that reflects the company’s values.
- Support Customer Success Trainees by acting as a training buddy, monitoring their email and phone skills prior to 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 highly advantageous.
- Strong organizational skills with excellent attention to detail.
- A solution-oriented mindset focused on effective problem-solving.
- Understanding of the operational needs of small-to-medium-sized business owners.
- Excellent English communication skills, both written and verbal.
- Proven ability to build strong relationships, establish credibility quickly, and collaborate effectively across teams.
- Proficiency in using tools such as Microsoft Office Suite, ZOHO CRM, Intercom, and JIRA.
- High energy and a strong drive to succeed, comfortable working with a sense of urgency.

Preferred Qualifications and Benefits:
We offer a competitive salary package commensurate with experience, along with comprehensive group health and life insurance. Additional benefits include gratuity, EOBI, and transport facilities or fuel allowance for employees residing within a 20-kilometer radius of our office. Paid time off covers annual, sick, casual, bereavement, and parental leave. Employees also enjoy quarterly bonuses, fun events, staff recognition programs, and ongoing training opportunities. WellnessLiving is committed to career progression, with a strong history of promoting from within. Our workplace culture fosters growth, development, and a positive environment where having fun is encouraged.

The recruitment process for shortlisted candidates includes 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 in joining WellnessLiving and look forward to reviewing your application.