Customer Support Specialist

Welbi

. Serve as the primary point of contact for customer support across phone, email, and chat .

Posted 10/26/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$55,000 - CA$75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support within a SaaS environment, utilizing strong troubleshooting, analytical, and communication skills to enhance customer satisfaction and operational efficiency. Proficient in managing multiple priorities while collaborating with cross-functional teams to improve support processes and resources.

Highest-signal resume keywords

Customer Support ExperienceTroubleshooting SkillsAnalytical MindsetCollaboration with Cross-Functional TeamsKnowledge Base Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SaaS SupportTroubleshootingData AnalysisReport PreparationProcess ImprovementCustomer EducationConfiguration ManagementRoot Cause AnalysisDocumentation CreationWorkflow Automation

Soft Skills

Exceptional Communication SkillsAttention to DetailOrganizational SkillsCritical ThinkingAbility to Manage Multiple Priorities

Tools & Technologies

HubSpotAI-Powered Support ToolsCustomer Support PlatformsKnowledge Base SoftwareAutomation Technologies

Industry Keywords

Customer SuccessProduct EnhancementSupport MetricsSelf-Service ResourcesClient Configuration

About the role

Key responsibilities & impact

Serve as the primary point of contact for customer support across phone, email, and chat
Troubleshoot product questions, investigate reported issues, and guide customers through platform functionality and best practices
Resolve access and usability issues for residents and family members using the Welbi Community Portal
Document bugs, gather relevant details, and partner with Product and Engineering to investigate and resolve issues
Respond promptly, communicate clearly, and ensure customers feel heard and supported
Investigate account data and prepare custom reports to answer customer questions and verify root causes
Analyze support tickets, customer feedback, and satisfaction trends to identify product, documentation, and process improvements
Share customer insights with Customer Success, Product, and Engineering to help shape product enhancements
Improve support processes using AI, automation, and other technologies
Monitor and report on key support metrics, including response times, resolution rates, and customer satisfaction
Expand self-service resources and reduce support volume through documentation and customer education
Maintain, organize, and improve Welbi’s online Knowledge Base
Create and maintain help articles, video walkthroughs, and other educational resources
Prepare and distribute customer communications, including feature release announcements and the monthly customer newsletter
Partner with Customer Success, Product, and Engineering to keep education resources accurate and current
Coordinate client configuration requests, including configuration updates, data imports, and integration support
Ensure customer configurations are completed accurately, efficiently, and on schedule

Requirements

What you’ll need

Experience supporting customers in a SaaS environment
Exceptional written and verbal communication skills
Strong troubleshooting and critical thinking skills
Ability to investigate issues, identify root causes, and collaborate with cross-functional teams
Highly organized with exceptional attention to detail
Ability to manage multiple priorities in a fast-paced environment
Analytical mindset with ability to identify trends and translate customer feedback into actionable recommendations
Ability to apply emerging technologies to improve support operations
Collaborative approach to partnering with Customer Success, Product, and Engineering
Knowledge Base or customer education content experience is a plus, but not required
Software implementation support experience is a plus, but not required
Familiarity with HubSpot or similar CRM and customer support platforms is a plus, but not required
Experience using AI-powered support tools or workflow automation is a plus, but not required