Customer Solutions Manager

Title: Customer Solutions Manager

Location: Plot no:4, Road GLC-04, Business Park, IBECHS (Zone-IV), Gulberg Green, Islamabad

Working Hours: Eastern Time Zone (between 6 pm to 6 am Pakistan time)

Job Nature: Permanent, Full-time (40 hours per week)

About Us:

WellnessLiving isn't just our name, it's who we are. We're a software company with a heart, placing people and community at the center of everything we do. Our diverse and inclusive culture provides our people and customers with the support, resources, and tools they need to achieve their goals—professionally and personally. From a bootstrap start-up to the fastest-growing software company for class and appointment-based businesses in North America, our commitment to excellence can be seen in all aspects of our business. Trusted by over 5,000 business owners and 15 million users worldwide, our mission is to empower businesses with a value-driven platform that is reliable, easy to use, and equipped with all the tools and services needed to manage and grow a business

When you join WellnessLiving, you join a team that is customer-focused, community-centered, and forward-thinking and is continuously improving and innovating. We celebrate your wins, recognize your strengths, learn together, and inspire each other to reach new heights, offering a variety of benefits to help you lead happier and healthier lives.

About You:

We're looking for a dynamic and driven individual to join our growing team as Customer Solutions Manager. Our team is made up of bright, ambitious people who are passionate about delivering excellence. We're seeking someone with a keen eye for detail, strong analytical skills, and a passion for continuous improvement. If you're a collaborative problem-solver with a commitment to quality and innovation, we'd love to have you on board

At WellnessLiving, our team is driven by four core values that shape everything we do. If you share these values and meet the qualifications outlined for this role, we encourage you to apply - we'd love to learn more about you

• Customer First – We approach every challenge with a customer-focused lens, driven by an obsession with our customers' happiness and success.
• Excellence – We approach every task, whether big or small, with a steadfast commitment to exceptional execution and the pursuit of greatness.
• Accountability – We take full ownership of our decisions, actions, and outcomes – both successes and failures.
• Adaptability – We recognize that sustained success demands that we be malleable and purposefully evolve, acknowledging that the world is dynamic and constantly changing.the place for you.

Key Responsibilities:

• Manage a team of Customer Solutions Specialists across multiple segments (SMB and Mid-Market) and support channels (Phone, Chat, and Email).
• Maintain accurate team coverage documentation aligned with individual working hours.
• Monitor team efficiency using KPI and Intercom reports, ensuring response times under 2 hours and resolution times within 8 hours.
• Ensure high customer satisfaction, with individual CSAT scores consistently averaging 90% or higher.
• Regularly review team member scorecards and partner with the Customer Experience Supervisor to identify performance trends and improvement opportunities.
• Assess individual performance, providing coaching, development support, and corrective action when necessary.
• Roll out new processes to the team and ensure consistent adoption and compliance.
• Escalate customer issues promptly to the appropriate teams, ensuring timely follow-up and accountability.
• Prepare and deliver weekly performance summaries and productivity insights to senior leadership.
• Facilitate weekly team meetings to communicate key metrics, recognize achievements, share updates, and reinforce best practices.
• Participate in monthly Team Pakistan meetings to support cross-team alignment and collaboration.
• Conduct regular one-on-one check-ins to review individual progress, discuss development goals, and follow up on action items.
• Complete Quarterly and Annual Performance assessments for all team members
• Identify process documentation gaps and draft processes in Confluence for the Senior Manager of Customer Success to review and publish
• Leverage ChatGPT daily to work efficiently and effectively

Skills & Qualification:

• 2 or more years in a management/leadership role with 4+ direct reports
• Strong comprehension of customer satisfaction KPIs and how they may be leveraged to assess areas for opportunity within each team
• Demonstrated ability to create and maintain a positive and professional work environment
• Very strong verbal and written communication skills in English
• Customer oriented, personable and able to adapt to different types of customer needs
• Very strong attention to detail
• Excellent problem-solving and critical thinking skills
• Excellent organizational and time management skills
• Proven ability to meet deadlines and thrive in a fast-paced environment
• Experience in using ChatGPT to work efficiently
• Experience working with CRM & service ticketing software is a plus
• Strong technical aptitude and experience with B2B support
• Previous experience working with closely with software is a plus

What we Offer:

• Competitive salary package based on experience
• Comprehensive Group Health and Life Insurance
• Gratuity
• EOBI
• Transport facility (If place of residency is within a 20-kilometer radius of company's address) / Fuel allowance
• Paid time off (Annual, Sick, Casual, Bereavement, Parental)
• Staff recognition programs
• Staff training programs
• Career progression. We have a long-standing history of promotion from within
• An enriched workplace culture that supports growth, development, and, most importantly, having fun

Special note: Only the shortlisted candidates will be contacted due to the high turnout volume.

We appreciate your time and look forward to reviewing your application.

WellnessLiving is an equal-opportunity employer. At WellnessLiving, we are proud to embrace and celebrate differences. Employment at WellnessLiving is based purely on a candidate's qualifications and experiences as they directly relate to professional competencies. WellnessLiving does not discriminate against any employee or potential employee because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, family or parental status, or any other status protected by the laws and regulations in the locations where we operate. Furthermore, we will not tolerate bias or discrimination of any kind from our employees or customers. At WellnessLiving, we bring everyone together to create something incredible We are a unique and diverse blend of leaders and action-takers, and that mindset encompasses our passion and commitment to our product and our employees.

We utilize AI to generate summaries of interview notes as part of our candidate evaluation process. This helps ensure a fair and consistent review while maintaining a human-centered hiring approach.