Customer Support & Implementation Specialist

About Welbi

At Welbi, we're improving the quality of life of older adults through transforming the way front-line workers in senior living communities provide care to them every day.

We’re backed by some of the biggest names in the senior living industry, and we are building a team of curious, customer-obsessed, collaborative, high performers who take pride in the fact that our work improves the quality of life of millions of seniors across North America. If that sounds like it might be a good fit for you, please keep reading.

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.

• 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.

• 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.