Customer Support & Retention Specialist

• About BHOUT

BHOUT is on a mission to revolutionize the way people approach fitness. We understand that many individuals struggle to find enjoyment in traditional physical exercise, which often leads to its avoidance. That’s where BHOUT comes in. We’re dedicated to transforming the fitness experience into an exciting and engaging activity. Our smart boxing bags, fueled by cutting-edge AI technology and a dedicated app, are designed to gamify fitboxing, turning it into an immersive game that rewards your sweat.

Starting with a thriving BHOUT club in the heart of Lisbon, we’re now expanding our reach globally. BHOUT bags will be a familiar sight everywhere – whether it’s in offices, homes, buildings, or gyms – making fitness accessible wherever the mood strikes.

• Working at BHOUT Means:

???? Friendly – Simple and user-friendly to make it more accessible, democratic and fun.

? Inclusive – Everyone is different. We acknowledge and celebrate each individual.

? Transparent – We are what we are. We don’t hide or pretend.

? Punch – BHOUT makes a diference. Everything we do has a punch, gets noticed.

? Curious – Eternally evolving. Driving the fitness world forward. Creating new rituals and trends.

? Connected – We are a team of many. To build a community we have to build connections, using technology, creating live experiences.

• About the Role:

As a Customer Support & Retention Specialist at BHOUT, you’ll play a crucial role in proving exceptional support and build customer relationships to increase loyalty and retention for all our clients. You’ll be addressing their inquiries, resolving issues, and ensuring a seamless user experience with our products and services. Besides that you’ll be responsible to guide the client trough a seamless journey ensure they derive maximum value, contributing to their satisfaction to deliver a long-term loyalty and fidelization.

• What You’ll Do:
• Be the primary point of contact for our clients via phone, email and social media messages.
• Provide accurate and helpful information about our products and services.
• Troubleshoot product and service issues to find effective resolutions.
• Resolve client complaints efficiently and professionally, ensuring customer satisfaction.
• Proactively identify and address client needs to cultivate positive relationships.
• Identify and escalate complex issues to the appropriate team.
• Gather customer feedback and provide insights to other internal teams to help improve our services and offerings.
• Create and update support documentation, FAQs, and troubleshooting guides.
• Apply strategies and campaigns to increase customer adherence and loyalty.
• Build and maintain strong relationships with customers by checking in regularly to ensure their satisfaction.
• Be responsible for coordinating and executing all communications through all channels with clients to increase customer retention
• Implement onboarding and support programs for new members, ensuring a smooth and engaging adaptation process, underpinning their loyalty and fidelity.
• Follow up with new customers during their first weeks to help them make the most of the platform, equipment, and services.
• Identify customers at risk of churn and implement actions to retain them, such as personalized calls or exclusive offers.
• Develop and manage a personalized communication strategy based on customer behavior and preferences.
• Monitor member attendance and identify usage patterns to anticipate potential dropouts.
• Provide dedicated support for VIP or high-value members to ensure a premium experience aligned with their expectations.
• Manage a loyalty or rewards program that incentivizes attendance, achievements, and referrals.
• Your Bhouter profile:
• You have 2+ years in the fitness industry;
• 2+ years proven experience in customer support and retention/fidelization, or a related role;
• Strong communication and interpersonal skills, both written and verbal, in Portuguese and English;
• Ability to build rapport and empathize with customers;
• A genuine passion for helping customers and delivering outstanding service;
• A problem-solving mindset with a focus on finding solutions and exceeding expectations;
• The ability to learn and adapt quickly in a fast-paced environment;
• Proficiency in using CRM platforms and customer support tools;
• Understanding of retention metrics in the fitness industry, such as attendance rate and program adherence.
• A team player with a positive and collaborative attitude.
• Our Perks:
• Competitive Compensation: Competitive salary and performance-based bonuses.
• Extra Time Off: Enjoy 25 paid vacation days per year, and 3 additional days off on your birthday, on Christmas Eve and on New Year’s Eve.
• Work-Life Balance: Work on your terms with BHOUT’s flexible hours and hybrid/remote work options!
• Train with BHOUT: Enjoy free BHOUT Club membership.
• Entrepreneurial Environment: Dynamic atmosphere where every voice is heard, and every idea has the potential to make a significant impact.
• Team Get-Togethers: Regular team events and offsites to foster collaboration and camaraderie!

Join Us!

BHOUT is an equal opportunity employer. We celebrate diversity and welcome applicants from all backgrounds. Join us in our mission to make fitness fun and accessible for everyone!