Qureos Mentor

WellnessLiving

<div>
 
 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)
 
 
 
 About Us
 
 
 
 WellnessLiving isn&rsquo;t just our name, it&rsquo;s who we are. We&rsquo;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&mdash;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&rsquo;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&rsquo;re seeking someone with a keen eye for detail, strong analytical skills, and a passion for continuous improvement. If you&rsquo;re a collaborative problem-solver with a commitment to quality and innovation, we&rsquo;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&rsquo;d love to learn more about you!
 
 
 <ul>
 <li>
 Customer First &ndash; We approach every challenge with a customer-focused lens, driven by an obsession with our customers&rsquo; happiness and success.
 </li>
 <li>
 Excellence &ndash; We approach every task, whether big or small, with a steadfast commitment to exceptional execution and the pursuit of greatness.
 </li>
 <li>
 Accountability &ndash; We take full ownership of our decisions, actions, and outcomes &ndash; both successes and failures.
 </li>
 <li>
 Adaptability &ndash; 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.
 
 
 </li>
 </ul>
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Manage a team of Customer Solutions Specialists across multiple segments (SMB and Mid-Market) and support channels (Phone, Chat, and Email).
 </li>
 <li>
 Maintain accurate team coverage documentation aligned with individual working hours.
 </li>
 <li>
 Monitor team efficiency using KPI and Intercom reports, ensuring response times under 2 hours and resolution times within 8 hours.
 </li>
 <li>
 Ensure high customer satisfaction, with individual CSAT scores consistently averaging 90% or higher.
 </li>
 <li>
 Regularly review team member scorecards and partner with the Customer Experience Supervisor to identify performance trends and improvement opportunities.
 </li>
 <li>
 Assess individual performance, providing coaching, development support, and corrective action when necessary.
 </li>
 <li>
 Roll out new processes to the team and ensure consistent adoption and compliance.
 </li>
 <li>
 Escalate customer issues promptly to the appropriate teams, ensuring timely follow-up and accountability.
 </li>
 <li>
 Prepare and deliver weekly performance summaries and productivity insights to senior leadership.
 </li>
 <li>
 Facilitate weekly team meetings to communicate key metrics, recognize achievements, share updates, and reinforce best practices.
 </li>
 <li>
 Participate in monthly Team Pakistan meetings to support cross-team alignment and collaboration.
 </li>
 <li>
 Conduct regular one-on-one check-ins to review individual progress, discuss development goals, and follow up on action items.
 </li>
 <li>
 Complete Quarterly and Annual Performance assessments for all team members
 </li>
 <li>
 Identify process documentation gaps and draft processes in Confluence for the Senior Manager of Customer Success to review and publish
 </li>
 <li>
 Leverage ChatGPT daily to work efficiently and effectively
 
 
 </li>
 </ul>
 
 Skills &amp; Qualification
 
 
 
 <ul>
 <li>
 2 or more years in a management/leadership role with 4+ direct reports
 </li>
 <li>
 Strong comprehension of customer satisfaction KPIs and how they may be leveraged to assess areas for opportunity within each team
 </li>
 <li>
 Demonstrated ability to create and maintain a positive and professional work environment
 </li>
 <li>
 Very strong verbal and written communication skills in English
 </li>
 <li>
 Customer oriented, personable and able to adapt to different types of customer needs
 </li>
 <li>
 Very strong attention to detail
 </li>
 <li>
 Excellent problem-solving and critical thinking skills
 </li>
 <li>
 Excellent organizational and time management skills
 </li>
 <li>
 Proven ability to meet deadlines and thrive in a fast-paced environment
 </li>
 <li>
 Experience in using ChatGPT to work efficiently
 </li>
 <li>
 Experience working with CRM &amp; service ticketing software is a plus
 </li>
 <li>
 Strong technical aptitude and experience with B2B support
 </li>
 <li>
 Previous experience working with closely with software is a plus
 
 
 </li>
 </ul>
 
 What We Offer
 
 
 
 <ul>
 <li>
 Competitive salary package based on experience
 </li>
 <li>
 Comprehensive Group Health and Life Insurance
 </li>
 <li>
 Gratuity
 </li>
 <li>
 EOBI
 </li>
 <li>
 Transport facility (If place of residency is within a 20-kilometer radius of company&rsquo;s address) / Fuel allowance
 </li>
 <li>
 Paid time off (Annual, Sick, Casual, Bereavement, Parental)
 </li>
 <li>
 Quarterly fun event
 </li>
 <li>
 Staff recognition programs
 </li>
 <li>
 Staff training programs
 </li>
 <li>
 Career progression. We have a long-standing history of promotion from within
 </li>
 <li>
 An enriched workplace culture that supports growth, development, and, most importantly, having fun!
 
 
 </li>
 </ul>
 
 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&rsquo;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.
 
</div>

Customer Solutions Manager

Title:  Achieve App Coordinator
 Location: Plot No: 4, Road GLC-04, Business Park, IBECHS (Zone-IV), Gulberg Green, Islamabad
 Working Hours: 9:00 am – 5:00 pm EST
 Job Nature: Permanent, Full-time (40 hours per week)
 
About Us: 
WellnessLiving isn’t just our name, it’s who we are. We’re the 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: 
The Onboarding Department is seeking a candidate with a proactive approach to enhance our customer onboarding experience. We need someone who brings out-of-the-box thinking and embodies a 'get it, want it, help first' attitude. As the 'Go-To' person for guiding our customers through the Achieve (White Label) Branded App Journey, the ideal candidate will have:
 <ul>
<li>A knack for customer service and excellence.</li>
<li>Exceptional communication and collaboration skills to work effectively with cross-functional teams.</li>
<li>Strong project management skills to ensure the branded app is developed and launched successfully on Google and Apple Play Stores.</li>
<li>A positive, upbeat personality and a proactive approach to problem-solving.</li>
<li>If you possess these qualities, we want to hear from you!</li>
</ul>
Our ideal candidate will bring: 
<ul>
<li>Teamwork and Collaboration: Approachable, empathetic, and patient, with a knack for putting customers at ease. Excels at working harmoniously within teams and values open communication.</li>
<li>Critical Thinking and Problem-Solving: Demonstrates analytical prowess and strategic thinking when confronted with challenges. Can evaluate situations and devise effective solutions.</li>
<li>Strong Work Ethic: Diligent, reliable, and highly motivated to exceed expectations. Displays unwavering dedication and a commitment to delivering exceptional results.</li>
<li>Natural Leadership Skills: Assumes leadership roles effortlessly, guiding initiatives and holding themselves accountable for outcomes. Listening attentively fosters growth in others and inspires them to excel.</li>
<li>Entrepreneurial Spirit and Business Mindset: Embraces innovation and actively seeks opportunities for improvement. Stay abreast of industry trends and technological advancements to drive continuous growth and success.</li>
<li>Time Management: Efficiently allocates time, prioritizes tasks effectively, and respects the schedules of others. Takes ownership of projects and tasks, ensuring timely completion and progress.</li>
</ul>
Responsibilities: 
<ul>
<li>Customer Onboarding: Guide customers through the onboarding process for the Achieve (White Label) Branded App, ensuring a smooth and seamless experience from start to finish.</li>
<li>Communication Liaison: Serve as the primary point of contact for customers, internal teams, regarding app development and deployment.</li>
<li>Project Management: Coordinate all aspects of the app development lifecycle, including planning, execution, monitoring, and reporting. Ensure adherence to timelines and deliverables.</li>
<li>Quality Assurance: Conduct thorough testing and quality assurance checks to identify and resolve any issues or bugs with the assistance from cross functional teams in the app before launch.</li>
<li>Training and Support: Provide training and support to customers on app functionality, features, and best practices. Address any questions or concerns promptly and effectively.</li>
<li>Continuous Improvement: Identify opportunities for enhancing the app's functionality, user experience, and performance. Collaborate with cross functional teams to implement improvements to the product and/or processes and updates as needed.</li>
<li>Troubleshooting: Address any technical issues or user concerns related to the app promptly and effectively. Provide timely resolution and support to minimize disruption to customers.</li>
</ul>
Skills & Qualifications: 
<ul>
<li>Minimum of 2 years of experience in a technical support role, demonstrating direct communication with customers and internal support teams.</li>
<li>Strong verbal and written communication skills, adept at conveying technical and process-based concepts clearly and effectively.</li>
<li>Excellent problem-solving abilities, capable of addressing customer issues promptly and efficiently.</li>
<li>Exceptional organizational and time management skills, able to prioritize tasks and meet deadlines in a fast-paced environment.</li>
<li>Proficiency in Microsoft Office suite, particularly Word and Excel.</li>
<li>Experience working with various operating systems and CRM platforms, JIRA (Confluence).</li>
<li>Strong technical aptitude and previous experience in B2B support roles.</li>
</ul>
What we Offer: 
<ul>
<li>Competitive salary package based on experience</li>
<li>Comprehensive Group Health and Life Insurance</li>
<li>Gratuity</li>
<li>EOBI</li>
<li>Transport facility (If place of residency is within a 20-kilometer radius of company’s address) / Fuel allowance</li>
<li>Paid time off (Annual, Sick, Casual, Bereavement, Parental)</li>
<li>Quarterly fun event</li>
<li>Staff recognition programs</li>
<li>Staff training programs</li>
<li>Career progression. We have a long-standing history of promotion from within</li>
<li>An enriched workplace culture that supports growth, development, and, most importantly, having fun!</li>
</ul>
Please note that those who meet the qualifications for the position will be contacted directly.
 
We appreciate you taking the 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.

Achieve App Coordinator

<div>
 
 Title:
 
 Achieve App Coordinator
 
 
 
 Location:
 
 Plot No:4, Road GLC-04, Business Park, IBECHS (Zone-IV), Gulberg Green, Islamabad
 
 
 
 Working Hours:
 
 9:00 am &ndash; 5:00 pm EST
 
 
 
 Job Nature
 
 : Permanent, Full-time (40 hours per week)
 
 
 
 About Us
 
 :
 
 
 WellnessLiving isn&rsquo;t just our name, it&rsquo;s who we are. We&rsquo;re
 
 the 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&mdash;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
 
 
 
 The Onboarding Department is seeking a candidate with a proactive approach to enhance our customer onboarding experience. We need someone who brings out-of-the-box thinking and embodies a 'get it, want it, help first' attitude. As the 'Go-To' person for guiding our customers through the Achieve (White Label) Branded App Journey, the ideal candidate will have:
 
 
 <ul>
 <li>
 A knack for customer service and excellence.
 </li>
 <li>
 Exceptional communication and collaboration skills to work effectively with cross-functional teams.
 </li>
 <li>
 Strong project management skills to ensure the branded app is developed and launched successfully on Google and Apple Play Stores.
 </li>
 <li>
 A positive, upbeat personality and a proactive approach to problem-solving.
 </li>
 <li>
 If you possess these qualities, we want to hear from you!
 
 
 </li>
 </ul>
 
 Our Ideal Candidate Will Bring
 
 
 
 <ul>
 <li>
 Teamwork and Collaboration: Approachable, empathetic, and patient, with a knack for putting customers at ease. Excels at working harmoniously within teams and values open communication.
 </li>
 <li>
 Critical Thinking and Problem-Solving: Demonstrates analytical prowess and strategic thinking when confronted with challenges. Can evaluate situations and devise effective solutions.
 </li>
 <li>
 Strong Work Ethic: Diligent, reliable, and highly motivated to exceed expectations. Displays unwavering dedication and a commitment to delivering exceptional results.
 </li>
 <li>
 Natural Leadership Skills: Assumes leadership roles effortlessly, guiding initiatives and holding themselves accountable for outcomes. Listening attentively fosters growth in others and inspires them to excel.
 </li>
 <li>
 Entrepreneurial Spirit and Business Mindset: Embraces innovation and actively seeks opportunities for improvement. Stay abreast of industry trends and technological advancements to drive continuous growth and success.
 </li>
 <li>
 Time Management: Efficiently allocates time, prioritizes tasks effectively, and respects the schedules of others. Takes ownership of projects and tasks, ensuring timely completion and progress.
 
 
 </li>
 </ul>
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Customer Onboarding: Guide customers through the onboarding process for the Achieve (White Label) Branded App, ensuring a smooth and seamless experience from start to finish.
 </li>
 <li>
 Communication Liaison: Serve as the primary point of contact for customers, internal teams, regarding app development and deployment.
 </li>
 <li>
 Project Management: Coordinate all aspects of the app development lifecycle, including planning, execution, monitoring, and reporting. Ensure adherence to timelines and deliverables.
 </li>
 <li>
 Quality Assurance: Conduct thorough testing and quality assurance checks to identify and resolve any issues or bugs with the assistance from cross functional teams in the app before launch.
 </li>
 <li>
 Training and Support: Provide training and support to customers on app functionality, features, and best practices. Address any questions or concerns promptly and effectively.
 </li>
 <li>
 Continuous Improvement: Identify opportunities for enhancing the app's functionality, user experience, and performance. Collaborate with cross functional teams to implement improvements to the product and/or processes and updates as needed.
 </li>
 <li>
 Troubleshooting: Address any technical issues or user concerns related to the app promptly and effectively. Provide timely resolution and support to minimize disruption to customers.
 
 
 </li>
 </ul>
 
 Skills &amp; Qualifications
 
 
 
 <ul>
 <li>
 Minimum of 2 years of experience in a technical support role, demonstrating direct communication with customers and internal support teams.
 </li>
 <li>
 Strong verbal and written communication skills, adept at conveying technical and process-based concepts clearly and effectively.
 </li>
 <li>
 Excellent problem-solving abilities, capable of addressing customer issues promptly and efficiently.
 </li>
 <li>
 Exceptional organizational and time management skills, able to prioritize tasks and meet deadlines in a fast-paced environment.
 </li>
 <li>
 Proficiency in Microsoft Office suite, particularly Word and Excel.
 </li>
 <li>
 Experience working with various operating systems and CRM platforms, JIRA (Confluence).
 </li>
 <li>
 Strong technical aptitude and previous experience in B2B support roles.
 
 
 </li>
 </ul>
 
 What We Offer
 
 
 
 <ul>
 <li>
 Competitive salary package based on experience
 </li>
 <li>
 Comprehensive Group Health and Life Insurance
 </li>
 <li>
 Gratuity
 </li>
 <li>
 EOBI
 </li>
 <li>
 Transport facility (If place of residency is within a 20-kilometer radius of company&rsquo;s address) / Fuel allowance
 </li>
 <li>
 Paid time off (Annual, Sick, Casual, Bereavement, Parental)
 </li>
 <li>
 Quarterly fun event
 </li>
 <li>
 Staff recognition programs
 </li>
 <li>
 Staff training programs
 </li>
 <li>
 Career progression. We have a long-standing history of promotion from within
 </li>
 <li>
 An enriched workplace culture that supports growth, development, and, most importantly, having fun!
 
 
 </li>
 </ul>
 Please note that those who meet the qualifications for the position will be contacted directly.
 
 
 
 
 We appreciate you taking the 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&rsquo;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.
</div>

Title: Merchant Solutions Specialist
 Location: Plot No: 4, Road GLC-04, Business Park, IBECHS (Zone-IV), Gulberg Green, Islamabad
 Working Hours: 9:00 am – 5:00 pm EST (6:00pm to 2:00am PKT)
 Job Nature: Permanent, Onsite, Full-time (40 hours per week)
 
About Us: 
WellnessLiving isn’t just our name, it’s who we are. We’re the 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 are a growing team of bright, ambitious individuals who are seeking like-minded candidates who can help us take our brand to the next level! We are looking for someone who can think outside of the box and isn’t afraid to push the envelope. The ideal candidate is an experienced sales professional who doesn't stray away from a challenge, thrives in a quota driven environment, and is passionate about health & fitness.
 Our ideal candidate will possess the following characteristics:
 <ul>
<li>Teamwork and Collaboration — Easy to talk to, very approachable, empathetic, patient, puts others at ease, and can work well with others.</li>
<li>Critical Thinking and Problem-Solving — The ability to analyze, evaluate, and strategize the best solutions when making decisions or faced with challenging situations.</li>
<li>Strong Work Ethic — Hardworking, dedicated, reliable, and highly motivated with the desire and determination to exceed expectations.</li>
<li>Natural Leadership Skills — Oversees processes, guides initiatives, holds themselves accountable, listens without judgment, and inspires and nurtures the growth of others to do their best work.</li>
<li>Entrepreneurial Spirit and Business Mindset — Embraces innovation and continuous improvement, seeks change, and knows current industry trends, practices, and technology.</li>
<li>Time Management — Uses time efficiently, focuses on top priorities, respects the time of others, and can take ownership of tasks and projects to push them along.</li>
</ul>
Responsibilities: 
<ul>
<li>Embody our brand values and uphold our reputation in the market as a positive representative of WellnessLiving. This involves understanding our brand values, leaving a positive online presence, being transparent with our customers, and focusing on a customer-centric approach.</li>
<li>Maintain a collaborative and solution-oriented approach when assisting colleagues through clear communication, setting clear goals, encouraging feedback, and displaying flexibility.</li>
<li>Demonstrate dedication to teamwork and problem-solving by proactively assisting colleagues in other departments with merchant processing inquiries.</li>
<li>Foster a culture for continuous improvement within the organization by identifying areas of improvement within work procedures and collaborating with the leadership team to provide valuable insights and innovative ideas.</li>
<li>Prioritize timely and efficient responses to merchant inquiries. You will work towards predefined Service Level Objectives, prioritizing escalated tickets and delivering exceptional support to our customers.</li>
<li>Deliver exceptional customer service and maintain a seamless and consistent experience for all merchants by thoroughly investigating and providing quality responses to merchant inquiries through phone, email, and tickets.</li>
<li>Handling sensitive information with the utmost care and confidentiality is crucial in this role. You will be entrusted with safeguarding all accounts, ensuring their peace of mind. This involves adhering to company policies regarding: Information Safeguards in the Information Classification Policy and Data Handling in the Acceptable Use Policy.</li>
<li>Submit and manage hardware orders and returns, ensuring accurate and prompt delivery to our customers.</li>
<li>Efficiently perform your duties by utilizing and adapting to platforms such as Zoho and various payment portals.</li>
<li>In addition to your core responsibilities, assist Merchant Processing leadership with other tasks when required.</li>
</ul>
Skills & Qualifications: 
<ul>
<li>Previous experience in a customer service or support role, preferably in Technology, Fintech, or Financial Services.</li>
<li>Experience in providing technical support or troubleshooting for software applications.</li>
<li>Demonstrated experience in resolving complex issues and providing satisfactory solutions.</li>
<li>Experience using customer relationship management (CRM) systems or ticketing systems for issue tracking.</li>
<li>Experience using the Microsoft tool stack including Office, word, and Excel.</li>
<li>Previous roles that required managing multiple tasks simultaneously.</li>
<li>Experience working with payment processors and/or financial institutions.</li>
<li>Coordination with internal teams and external processors for issue resolution.</li>
</ul>
Good to have: 
<ul>
<li>Experience managing the end-to-end chargeback process, from notification to resolution.</li>
<li>Strong communication skills (written and verbal).</li>
<li>Analytical mindset to diagnose and resolve customer issues.</li>
<li>Thoroughness in investigating and resolving customer-related issues.</li>
<li>Ability to work effectively in a team-oriented environment.</li>
<li>Accurate and detailed documentation of customer interactions and issue resolutions.</li>
<li>Familiarity with various payment methods (credit cards, e-wallets, etc.).</li>
</ul>
 What we Offer: 
<ul>
<li>Competitive salary package based on experience</li>
<li>Comprehensive Group Health and Life Insurance</li>
<li>Gratuity</li>
<li>EOBI</li>
<li>Transport facility (If place of residency is within a 20-kilometer radius of company’s address) / Fuel allowance</li>
<li>Paid time off (Annual, Sick, Casual, Bereavement, Parental)</li>
<li>Quarterly fun event</li>
<li>Staff recognition programs</li>
<li>Staff training programs</li>
<li>Career progression. We have a long-standing history of promotion from within</li>
<li>An enriched workplace culture that supports growth, development, and, most importantly, having fun!</li>
</ul>
Please note that those who meet the qualifications for the position will be contacted directly. We appreciate you taking the 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.

Merchant Solutions Specialist

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)
 
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!
 <ul>
<li>Customer First – We approach every challenge with a customer-focused lens, driven by an obsession with our customers’ happiness and success.</li>
<li>Excellence – We approach every task, whether big or small, with a steadfast commitment to exceptional execution and the pursuit of greatness.</li>
<li>Accountability – We take full ownership of our decisions, actions, and outcomes – both successes and failures.</li>
<li>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.</li>
</ul>
Key Responsibilities: 
<ul>
<li>Manage a team of Customer Solutions Specialists across multiple segments (SMB and Mid-Market) and support channels (Phone, Chat, and Email).</li>
<li>Maintain accurate team coverage documentation aligned with individual working hours.</li>
<li>Monitor team efficiency using KPI and Intercom reports, ensuring response times under 2 hours and resolution times within 8 hours.</li>
<li>Ensure high customer satisfaction, with individual CSAT scores consistently averaging 90% or higher.</li>
<li>Regularly review team member scorecards and partner with the Customer Experience Supervisor to identify performance trends and improvement opportunities.</li>
<li>Assess individual performance, providing coaching, development support, and corrective action when necessary.</li>
<li>Roll out new processes to the team and ensure consistent adoption and compliance.</li>
<li>Escalate customer issues promptly to the appropriate teams, ensuring timely follow-up and accountability.</li>
<li>Prepare and deliver weekly performance summaries and productivity insights to senior leadership.</li>
<li>Facilitate weekly team meetings to communicate key metrics, recognize achievements, share updates, and reinforce best practices.</li>
<li>Participate in monthly Team Pakistan meetings to support cross-team alignment and collaboration.</li>
<li>Conduct regular one-on-one check-ins to review individual progress, discuss development goals, and follow up on action items.</li>
<li>Complete Quarterly and Annual Performance assessments for all team members</li>
<li>Identify process documentation gaps and draft processes in Confluence for the Senior Manager of Customer Success to review and publish</li>
<li>Leverage ChatGPT daily to work efficiently and effectively</li>
</ul>
Skills & Qualification: 
<ul>
<li>2 or more years in a management/leadership role with 4+ direct reports</li>
<li>Strong comprehension of customer satisfaction KPIs and how they may be leveraged to assess areas for opportunity within each team</li>
<li>Demonstrated ability to create and maintain a positive and professional work environment</li>
<li>Very strong verbal and written communication skills in English</li>
<li>Customer oriented, personable and able to adapt to different types of customer needs</li>
<li>Very strong attention to detail</li>
<li>Excellent problem-solving and critical thinking skills</li>
<li>Excellent organizational and time management skills</li>
<li>Proven ability to meet deadlines and thrive in a fast-paced environment</li>
<li>Experience in using ChatGPT to work efficiently</li>
<li>Experience working with CRM & service ticketing software is a plus</li>
<li>Strong technical aptitude and experience with B2B support</li>
<li>Previous experience working with closely with software is a plus</li>
</ul>
What we Offer: 
<ul>
<li>Competitive salary package based on experience</li>
<li>Comprehensive Group Health and Life Insurance</li>
<li>Gratuity</li>
<li>EOBI</li>
<li>Transport facility (If place of residency is within a 20-kilometer radius of company’s address) / Fuel allowance</li>
<li>Paid time off (Annual, Sick, Casual, Bereavement, Parental)</li>
<li>Quarterly fun event</li>
<li>Staff recognition programs</li>
<li>Staff training programs</li>
<li>Career progression. We have a long-standing history of promotion from within</li>
<li>An enriched workplace culture that supports growth, development, and, most importantly, having fun!</li>
</ul>
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.

Join WellnessLiving and explore 5   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

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