Customer Success Specialist – Remote (US & UAE Markets)

About the role

Wisewell is expanding its Customer Success team to support customers in the United Arab Emirates and United States markets. The role is fully remote, working Monday to Friday with rotating weekend shifts, and aligns with either UAE or US Eastern business hours based on the candidate’s preference.

Key responsibilities

• Serve as the primary contact for customers via chat, email, and phone, handling inquiries, complaints, and escalations.
• Guide new customers through onboarding and early usage to ensure they receive value from their Wisewell system.
• Maintain accurate customer account and payment information, following up on failed payments.
• Conduct proactive check‑ins, identify at‑risk customers, and manage cancellation requests thoughtfully.
• Identify cross‑sell and upsell opportunities and collaborate with Technical, Operations, Sales, and Product teams to resolve issues quickly.
• Track and report key metrics such as CSAT, SLA compliance, retention, and cancellations.

Required profile

• 3+ years of experience in customer success or service, preferably in high‑volume e‑commerce, subscription, or service businesses.
• Excellent written and spoken English.
• Proven ability to work remotely and manage multiple priorities independently.
• Bachelor’s degree in Business Administration, Marketing, or a related field.

Required skills

• Hands‑on experience with helpdesk and CRM tools such as Freshworks, Salesforce, Zoho Desk or similar.
• Familiarity with collaboration platforms like Zoom, Slack, and Teams.
• Experience with Shopify, Recharge, the Freshworks suite, or Klaviyo is a plus.
• Strong problem‑solving and de‑escalation abilities focused on customer satisfaction.