Job description

About the Role

This full-time permanent position at Retreat Guru involves providing daily support and onboarding assistance to retreat centers using their platform. The Customer Success Specialist ensures customers receive timely and precise help, enabling them to effectively navigate and utilize the software from the beginning. Collaboration with Customer Success, Sales, Product, and Engineering teams is essential to address issues and enhance overall customer satisfaction, retention, and long-term adoption of the platform.

Key Responsibilities

Respond promptly and professionally to customer support requests via HubSpot, maintaining first response times under 24 hours during weekdays.
Troubleshoot various issues including booking processes, payments, integrations, and account configurations.
Identify, document, and escalate user mistakes, configuration problems, bugs, and platform limitations.
Replicate reported problems in test settings and coordinate with Product or Engineering teams when escalation is necessary.
Handle complex customer scenarios such as refunds, credits, financial discrepancies, and sophisticated setups.
Conduct onboarding and support sessions through Zoom, guiding customers through configuration to foster successful and lasting platform use.
Communicate clearly and supportively to enhance customer satisfaction.
Build and maintain positive relationships with assigned customers, proactively identifying risks of churn and escalating concerns when needed.
Assist with billing inquiries and dispute resolution.
Collaborate with Sales and Customer Success teams to streamline customer transitions and contribute to retention through education and follow-up.
Maintain accurate documentation of tickets and customer records.
Develop and update help articles, onboarding guides, templates, and training materials.
Recognize recurring support patterns and suggest process enhancements.
Participate in initiatives aimed at improving internal operations and provide backup assistance for Marketplace Support teams.

Qualifications and Skills

Post-secondary education or equivalent professional experience.
A minimum of two years' experience in customer support, onboarding, or account management roles.
Familiarity with SaaS environments and confident in troubleshooting workflow issues and replicating customer-reported problems.
Experience utilizing CRM or ticketing systems such as HubSpot.
Comfortable facilitating onboarding sessions and customer training via calls.
Basic knowledge of HTML and CSS.
Experience within wellness, retreat, or regulated sectors is advantageous.
Excellent written and verbal communication skills with the ability to simplify technical information.
Strong ability to detect configuration errors, user mistakes, and potential product defects.
Highly organized, proactive, and skilled at prioritizing tasks within a dynamic SaaS environment.

Additional Information

Location: Remote (Canada-based)

Salary: Between $55,000 and $65,000 annually.

Company Overview: Retreat Guru is the leading global marketplace and SaaS platform dedicated to retreat centers, connecting over 743,000 participants to trustworthy retreats focused on yoga, meditation, mindfulness, psychedelics, and sacred plant medicines since 2014. Headquartered in Nelson, BC, Retreat Guru supports over 400 retreat centers worldwide, enabling them to run and expand sustainable wellness businesses.

Interested candidates should submit their resumes and optionally a cover letter by the specified deadline. Applications are reviewed after August 5th and accepted until the role is filled.