Customer Support & Implementation Specialist

Welbi•Ottawa, ON

4d•CA$55,000 - CA$75,000•Hybrid

About The Position

We're looking for a proactive, customer-focused Customer Support & Implementation Specialist to help deliver an exceptional experience for every Welbi customer. You'll own customer support from first contact through resolution, working closely with our Customer Success, Product, and Engineering teams to solve problems, investigate issues, and keep customers informed every step of the way. Beyond support, you'll play an important role in supporting customer implementations, own customer education resources, and support with process improvements. If you're someone who enjoys solving problems, takes ownership, loves helping customers, and is always looking for better ways of doing things, we'd love to hear from you.

Requirements

Experience supporting customers in a SaaS environment where you've successfully solved customer problems and delivered exceptional customer experiences.
Exceptional written and verbal communication skills with the ability to build trust, communicate clearly, and provide outstanding support to customers with varying levels of technical experience.
Strong troubleshooting and critical thinking skills with the ability to investigate issues, identify root causes, and collaborate with cross-functional teams to resolve them.
Highly organized with exceptional attention to detail and the ability to manage multiple priorities in a fast-paced environment while maintaining a high standard of quality.
An analytical mindset with the ability to identify trends, translate customer feedback into actionable recommendations, and apply emerging technologies to continuously improve support operations.
A collaborative team player who enjoys partnering with Customer Success, Product, and Engineering to solve problems and improve the customer experience.

Nice To Haves

Experience in maintaining a Knowledge Base or creating customer education content.
Experience supporting software implementations or customer onboarding.
Familiarity with HubSpot or similar CRM and customer support platforms.
Experience using AI-powered support tools or workflow automation.

Responsibilities

Serve as the primary point of contact for customer support across phone, email, and chat.
Support Welbi users by troubleshooting product questions, investigating reported issues, and guiding customers through platform functionality and best practices.
Support residents and family members using the Welbi Community Portal by resolving access and usability issues and helping them navigate the platform.
Document bugs, gather relevant details, and partner with Product and Engineering to investigate and resolve issues while keeping customers informed throughout the resolution process.
Deliver an exceptional support experience by responding promptly, communicating clearly, and ensuring every customer feels heard and supported.
Analyze support tickets, customer feedback, and satisfaction trends to identify opportunities for product, documentation, and process improvements.
Share customer insights with Customer Success, Product, and Engineering to help shape product enhancements and improve the overall customer experience.
Continuously improve support processes by leveraging AI, automation, and other technologies to improve efficiency and the customer experience.
Monitor and report on key support metrics, identifying opportunities to improve response times, resolution rates, and customer satisfaction.
Identify opportunities to expand customer self-service resources and reduce support volume through improved documentation and customer education.
Own the maintenance, organization, and continuous improvement of Welbi's online Knowledge Base.
Create and maintain help articles, video walkthroughs, and other educational resources that help customers get the most value from Welbi.
Prepare and distribute customer communications, including feature release announcements and Welbi's monthly customer newsletter.
Partner with Customer Success, Product, and Engineering to ensure customer education resources remain accurate, relevant, and up to date.
Partner with the Customer Success team to support customers' onboarding and implementation activities.
Configure customer accounts and platform settings to ensure customers are set up for success.
Coordinate implementation activities, including configuration updates, data imports, and integration support.
Help ensure customer implementations are completed accurately, efficiently, and on schedule.

Benefits

Competitive salary, based on extensive external benchmarking.
Two (2) Weeks of vacation, used anytime.
Five (5) days for personal use, including sickness, wellness, and family needs.
Five (5) days of office closure, during the holiday season.
Health benefits from Day 1, so you don’t need to wait to go to your dentist appointment.
Remote-first hybrid environment; we have team members spread across Canada and an office in Ottawa when you need it.
Flexible working style that focuses on productivity and results, not the amount of time you’re online. If you communicate, attend your meetings, and perform your job, we don’t care where it happens.
Employee ownership; As an early-stage startup, we know how critical every single hire we make is at this stage. After 4 months of employment, our Board of Directors grants every single employee Options in Welbi.
Mentorship & professional development to help you stay a subject matter expert in your field via guidance from industry leaders, as well as comprehensive external programs and peer groups with incubators like Invest Ottawa and MaRS.
Autonomy & impact is prevalent at all levels of Welbi. There are no cogs in our wheels — everyone is included in discussions that impact their role and has the opportunity to speak their minds.
A culture beyond words on a wall with an emphasis on bringing the team together every single month for company-wide social events & lunches, team socials, quarterly cultural awards, and a constant emphasis on growth & development.