Customer Success Specialist

Wisewell | Remote | Full-time

About Wisewell

Wisewell designs smart water purification systems for homes and premium hospitality, giving customers a sustainable, premium alternative to bottled water.

About the Role

We’re growing our Customer Success team and hiring Specialists to support customers in two markets:

• United Arab Emirates market: working business hours (9:00 AM – 6:00 PM Dubai / 7:00 AM – 4:00 PM Lebanon)
• US market: working US Eastern business hours (9:00 AM – 6:00 PM EST / 4:00 PM – 1:00 AM Lebanon)

Both roles work Monday to Friday, with rotating weekend shifts. We’ll match each successful candidate to the market and level that best fit their experience, language skills and preferred working hours. There’s also a clear path to Team Leader for those ready to grow.

What You’ll Do

• Be the main point of contact for customers across chat, email and phone, resolving questions, complaints and escalations through to a positive outcome.
• Guide new customers through onboarding and their first weeks, so they get real value from their Wisewell system early on.
• Keep customer accounts and payment details accurate, and follow up on failed payments with care.
• Build strong relationships through proactive check-ins, spotting at-risk customers early and helping them stay.
• Handle cancellation requests thoughtfully, matching the right solution to each customer’s needs.
• Recognise genuine opportunities to cross-sell and upsell.
• Work closely with Technical, Operations, Sales and Product to resolve requests quickly.
• Help improve our workflows, templates and customer communications.
• Track customer feedback and key metrics (CSAT, SLAs, retention, cancellations) and share insights with the team.
• For more experienced team members: mentor colleagues, support new-hire training and help raise service quality.

What We’re Looking For

• 3+ years in customer success or customer service, ideally in high-volume e-commerce, subscription or service businesses. Candidates with 5+ years and mentoring or supervisory experience will be considered for a senior position.
• Excellent written and spoken English.
• Proven experience working remotely and independently, managing multiple priorities.
• Hands-on experience with helpdesk and CRM tools (Freshworks, Salesforce, Zoho Desk or similar) and collaboration tools (Zoom, Slack, Teams).
• Strong problem-solving and de-escalation skills, with a genuine focus on customer satisfaction and retention.
• A bachelor’s degree in Business Administration, Marketing or a related field.

Nice to Have

• Retention experience: proactive outreach, save offers or lifecycle communications
• Experience with Shopify, Recharge, the Freshworks suite or Klaviyo
• Subscription billing experience