Customer Support Specialist

Learn about the Customer Support Specialist role at Wellable.

Wellable is an employee wellness and engagement company with offices in Boston, San Diego, Washington, D.C., and Hailifax, NS, dedicated to unlocking individual potential and redefining the future of work by fostering a culture of recognition and well-being. Through an innovative blend of wellness technology, live events, and personalized rewards experiences, Wellable enables organizations to cultivate healthier, happier, and more engaged teams.

The platform integrates with leading consumer wellness technologies, such as Fitbit, Apple Health, and Samsung Health, and supports custom programming, allowing each organization to build a wellness experience that best suits its unique culture and goals.

At Wellable, we pride ourselves on delivering top-of-the-line employee experiences to organizations around the world, and we know our company runs on the thoughtful innovation and dedication of passionate employees.

We have a clear vision: to be the place where a diverse mix of talented people want to come, stay, and do their best work. It is our people who are our greatest assets. Each employee brings a unique set of experiences and perspectives that enrich our company culture and allows Wellable to better serve its diverse customers.

Wellable's dedication to promoting diversity, multiculturalism, and inclusion is reflected in all our solutions. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all other fascinating characteristics that make us special.

We’re looking for a Customer Support Specialist who is eager to learn, grow, and take on increasing responsibility within our global Support organization. This position begins as a Level 1 role with a defined growth plan to becoming a Customer Support Specialist Level 3 role, based upon demonstrated proficiency in Level 1 and 2 responsibilities.

This role is focused on providing exceptional frontline support to our users and clients, and the ideal candidate will demonstrate strong written communication, curiosity about processes, and a passion for helping others learn.

This is an excellent opportunity for someone who wants a hands‑on introduction to SaaS support while building toward growth and advancement.

This position will report to our San Diego office and is a hybrid role requiring two days per week in the office (Wednesday/Thursday).

Become proficient in all core support processes, systems (Zendesk), and user communication standards.

• Respond to user inquiries via email with clarity, empathy, and professionalism.
• Follow standard operating procedures (SOPs) for issue resolution and escalation.
• Collaborate with teammates to manage ticket queues efficiently and maintain service-level expectations.
• Identify common user questions or pain points and document insights for future training use.
• Provide feedback on support documentation and participate in team learning sessions.

As you gain experience, you’ll take on greater responsibilities to prepare you for the Customer Support Specialist Level 3, including:

• Contribute to the creation and maintenance of internal knowledge base articles and macros.
• Assist with onboarding new team members and CSM trainees.
• Support quality assurance efforts to ensure consistency in communication and processes.
• Document best practices and help improve training materials for the global Support team.
• Work closely with current Customer Support Leads and Customer Support Manager to learn about content management and cross-department collaboration.
• This is not a supervisory role at this time.

Wellable appreciates diversity of thought, background, education, and experience; therefore, if you do not satisfy every requirement, but feel you can bring value to this role, do not hesitate to apply!

• Passion for health, wellness, and technology
• Clear and articulate written and verbal communication skills
• Ability to thrive in a fast-paced environment
• Strong organizational and analytical skills
• Strong attention to detail
• Ability to work cross-functionally within an organization and with external clients
• Proficiency in Microsoft Office (Word, Excel, and Outlook)
• Experience with Zendesk or other CRM software
• Proficient in the English language
• Desire to grow and advance
• 401(k) contributions
• Unlimited PTO
• Casual work environment
• Hybrid work environment
• Company‑catered lunch and snacks
• Quarterly social events (onsite and remote)
• Annual company wide onsite week at the Boston office