Customer Support & Implementation Specialist

Welbi

2d•Hybrid

About The Position

Welbi is seeking a proactive, customer-focused Customer Support & Implementation Specialist to deliver an exceptional experience for every Welbi customer. This role involves owning customer support from initial contact to resolution, collaborating with Customer Success, Product, and Engineering teams to solve problems and keep customers informed. Additionally, the specialist will support customer implementations, manage customer education resources, and contribute to process improvements. The ideal candidate is a problem-solver who takes ownership, enjoys helping customers, and is always looking for better ways to operate.

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 accurately, efficiently, and on schedule.