Customer Solution Specialist

Customer Solutions Specialist

Kenect is on a mission to revolutionize customer communication and engagement for businesses across North America. Founded with a deep understanding of the challenges businesses face in connecting with their customers, Kenect helps companies streamline communication, enhance customer satisfaction, and drive growth through its innovative messaging and reputation platform. Trusted by thousands of businesses, our passionate team is committed to building technology that fosters closer connections and helps businesses thrive in a digital-first world.

As a customer solutions specialist, you will be the go-to expert for resolving complex customer needs, protecting retention, and delivering exceptional experiences. This role blends direct customer interaction with behind-the-scenes coordination to ensure our customers get timely, accurate, and empathetic support. You will work closely with our retention, account management, operations, and technical support teams to deliver solutions that make a lasting impact. This position is based onsite at our Pleasant Grove, Utah office.

What you will be doing :

• Take ownership of escalated cases, assess the situation, and work toward resolution by managing the DERISC process, collaborating with the retention team, or engaging other internal resources as needed.
• Lead customer training and walkthroughs of product features in ad-hoc sessions and scheduled calls to help them get the most value from Kenect.
• Resolve complex billing disputes, process account amendments, and manage billing adjustments or refunds in partnership with retention, account management, and finance teams.
• Support targeted outreach initiatives such as partner program enrollments and other unique customer engagement efforts that drive satisfaction and loyalty.
• Capture and document customer feature requests, ensuring accurate tracking for product team review, and share insights to help shape future improvements.
• Processing account amendments, billing credits, refunds, and other administrative account requests.
• Partner closely with operations, technical setup, and technical support teams to resolve issues efficiently and deliver a seamless customer experience.

Skills & qualifications :

Our company values we hope you showcase :

What Kenect offers!

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.