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Posted 6 months ago
Requirements and responsibilities
The Kenko RevolutionAI is transforming our lives, making health a priority. In the next decade, fitness and wellness will become a $10 trillion industry, with personalized longevity routines helping people live past 100.But fitness business owners are struggling—marketing is complex, operations are overwhelming, and growth feels out of reach. Kenko is changing that.We free business owners to focus on their craft while AI handles front desk tasks, sales, and customer engagement—getting more reviews, converting leads, and retaining members.By uniting marketing, operations, and customer experience into one AI-powered platform, Kenko is making fitness entrepreneurship effortless—just like Shopify did for e-commerce.Our mission? To power 100,000 fitness & wellness businesses worldwide.ResponsibilitiesBe a passionate advocate for all members of Kenko's community and listen attentively to their feedback so we can positively influence how we interact with them, and provide actionable insight to the rest of the company that directly impacts how Kenko worksDeliver stellar operations outcomes according to agreed service level agreements: ensuring we achieve the best customer outcomes for the most complex and difficult support issues our businesses encounter, and ensuring our customer success metrics stay green, operate efficiently, and maintain the highest level of qualityServe as the primary point of contact for customers, building strong relationships and understanding their business needs and goals. Continuously assess and understand the customer's needs, challenges, and objectives. This involves regular communication and check-insCollaborate with the customer to create a long-term success plan, outlining how they can continue to derive value from the software over timeDevelop and maintain an in-depth understanding of Kenko’s offerings, including its features, functionality, and capabilitiesTrack customer engagement and product usage to identify opportunities for improvement and to ensure customers are deriving value from KenkoAnticipate and address customer issues and concerns before they become significant problems, including technical support and troubleshootingAct as a conduit for customer feedback, gathering insights, feature requests, and suggestions, and conveying them to the Product teamEnsure customer subscriptions are renewed by demonstrating the ongoing value of Kenko and addressing any potential obstacles to renewalIdentify satisfied customers who can serve as references or advocates for the product. Encourage satisfied customers to become advocates by providing testimonials, referrals, or participating in case studies. Cultivate these relationshipsDevelop and execute strategies to reduce customer churn and increase retention, including identifying and addressing at-risk customersWork closely with Sales, Marketing, Product, and Support teams to ensure a coordinated approach to customer successCreate and maintain customer success resources, including best practice guides, case studies, and other educational materialsContinuously contribute towards adapting and improving processes and workflows based on customer feedback, industry trends, and product updates to ensure best in class and seamless customer experienceRequirements3+ years of proven experience, whether it be in a start-up, bank, or consultancy, you are someone who loves driving change in a fast-paced environmentExperience with processes, systematic organisation, and delivering high-quality customer serviceExperience working in a Customer Support, Call Quality, Learning & Development / Training team is a plus but not necessaryProject management experience. Proven ability to manage a program of work from beginning to endLogical mindset. Making decisions and sound business judgement through strong analytical thinking and a commercial / operational mindsetDemonstrated Data / Analytics experience; Excel proficiencyExceptional writing and verbal communication skillsWilling and available to work in US time zoneOur history and backgroundThe wellness industry is poised to become the third-largest in the world. Yet, most businesses are stuck in outdated models, unprepared for the AI-driven transformation ahead. While the demand for fitness and wellness soars, entrepreneurs struggle to scale, adapt, and thrive in this new era.Kenko was born to change that. We set out with a bold vision—to empower wellness business owners with AI, helping them build profitable, scalable businesses that can keep up with the future.Our mission has attracted the backing of industry leaders from Meta, GitLab, and Freshworks, securing $3.2 million in venture capital—fueling our journey to reshape the fitness and wellness landscape. And this is just the beginning.AI disclaimerWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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