Customer Support Specialist

1 week ago

Durban, South Africa Wellyx Full time

**Job description**

We are looking for an experienced customer support specialist

Please note that the role will be fully remote, operating during USA EST hours (6pm - 3am daylight savings dependent). _**You must have all the tools needed for this role including a stable internet connection and a laptop.**_

**Key Responsibilities**
- Act as the liaison between the **Sales** and **Support** teams to ensure clear communication and customer alignment.
- Create and deliver **onboarding roadmaps**, process documentation, and tailored walkthroughs for each customer.
- **Follow up proactively** with onboarded customers to ensure satisfaction, address issues, and boost engagement.
- Monitor **customer health**, usage trends, and identify opportunities for optimization or upselling.
- Collaborate with internal teams to resolve customer challenges quickly and effectively.

**Required Skills & Experience**
- 3+ years of experience in Customer Success, Account Management, or Onboarding (preferably in SaaS or tech).
- Excellent communication and relationship-building skills.
- Strong organizational and multitasking abilities.
- Proficiency in CRM platforms and support tools.
- Ability to work **US business hours** and co-ordinate across time zones.
- Customer-first mindset with a strong sense of ownership and accountability.
- **High emotional intelligence (EQ)**: Navigating conversations with empathy, trust and tact. Ensuring a smooth and trust-building experience.
- **Drive onboarding metrics**:Time-to-value, product adoption rates, opportunities for upselling, and retention milestones

**Preferred**
- Experience with remote teams and global clients.
- Familiarity with onboarding frameworks and lifecycle mapping.
- Exposure to both sales and support environments is a plus.

**What We Offer**:

- Salary of R15,000 per month
- A fully remote role with a mission-driven company making a difference in the fitness and wellness industry.
- The chance to work with innovative technology that transforms operations.
- Opportunities for professional growth.

Pay: R15 000,00 per month

Application Question(s):

- Please share your LinkedIn profile link:
Work Location: Remote

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