Customer Support Specialist

Job description

At Wellyx, our culture is centred on success and collaboration. We offer a unique opportunity to work with extraordinary people who are passionate about what they do. We specialise in management software for the fitness & wellness industry. More information can be found on our website: www.wellyx.com

We are looking for an experienced customer support specialist

Please note that the role will be fully remote, operating during USA EST hours (4pm - 1am 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 R20,000 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.

Job Type: Full-time

Pay: R20 000,00 per month

Work Location: Remote