Customer Solutions Specialist

About us

Kenect is a leading AI-powered texting and reputation management platform used by 10,000+ dealerships and service businesses across North America. We help companies streamline communication, respond faster, and drive real revenue by converting their main business line into a text-enabled number and unifying messaging, reviews, payments, and customer conversations in one simple platform.

What sets Kenect apart from other communication tools is our deep industry expertise and seamless integrations with the systems dealers already use. Teams trust us because our technology is easy to adopt, built for real-world workflows, and delivers measurable improvements in speed, customer satisfaction, and operational efficiency.

We're a fast-growing, mission-driven team building technology that strengthens human connection in a digital-first world and we're just getting started.

About This Role

As a Customer Solutions Specialist, you'll be part of a team responsible for the health and success of over 5,000 customers representing $25 million in ARR, operating in a scaled, pooled support model. You'll manage reactive customer needs through Jira tickets while also driving proactive engagement, including renewals, business reviews, and trainings, tracked through Planhat. This role requires someone who is customer obsessed, comfortable managing a high volume of accounts without dedicated 1:1 ownership, and confident using AI tools to work efficiently and scale their impact. This role is focused purely on relationship management, retention, and driving customer value. The ideal candidate thrives in a fast paced, high volume environment and takes initiative to proactively identify opportunities to help customers succeed.

What You Will Be Doing

• Manage a high volume of reactive customer requests through Jira, providing timely, accurate, and thoughtful support across a pooled book of 5,000+ accounts
• Proactively reach out to customers to manage renewals, reduce churn risk, and reinforce the value of Kenect throughout the customer lifecycle
• Conduct Business Reviews with customers to assess account health, uncover goals, and identify opportunities for deeper product adoption
• Deliver trainings and light product demos to help customers get more value from Kenect's platform
• Use Planhat to track and execute proactive tasks, ensuring no account falls through the cracks despite the scaled model
• Partner closely with the Technical Support team, routing technical issues appropriately so you can stay focused on relationship management and account health
• Leverage AI tools daily to work efficiently, personalize outreach at scale, and balance competing priorities across a large, pooled book of business

Skills & Qualifications

• 1-2 years of experience in Customer Success, Account Management, or a related customer-facing role
• Comfortable using AI tools in your daily work, with a genuine interest in leveraging technology to work smarter and faster
• Highly organized and detail oriented, with the ability to manage a high volume of accounts and competing priorities without letting things slip
• Proactive self-starter who takes initiative to identify problems and solve them before they escalate
• Strong written and verbal communication skills, with the ability to build trust and rapport with customers quickly
• Experience working with CRM, ticketing, or customer success platforms (such as Jira, Planhat, Salesforce, or similar tools) is a plus

Our Company Values We Hope You Showcase

• Unwavering Customer Obsession
• See it, Solve it, Get it Done
• Build, Adapt, Win

What Kenect Offers!

• Health, Dental, Vision, Life & Disability Insurance
• Your birthday is a paid day off
• Onsite gym
• Breakroom full of snacks and drinks
• Convenient location next to freeway entrance/exit

We believe in hiring self-motivated team members who can run alongside us without needing to be "managed" along the way. Yes, we have managers and 1:1s. Yes, we believe in giving open two-way feedback. We also believe in having team members that can run without the daily guidance that some companies prefer.

Kenect is an equal opportunity employer. We are an organization comprised of people of all kinds of backgrounds, and believe this mix is precisely what makes us strong. All employment decisions at Kenect are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, or any other status protected under federal, state, or local law.