About Kinetic

The Kinetic team is on a mission to create a safer workplace and better life for the frontline workforce around the world. We are redefining workers' comp by focusing on three main pillars: injury prediction, prevention, and management. Kinetic develops technology-driven solutions in each of these areas to create best-in-class outcomes for our policyholders.

Kinetic’s first product is a smart wearable device that monitors the kinematic motion of an employee and helps provide coaching on high-risk ergonomic motions such as bending, twisting, and jumping. It has proven to be incredibly effective at reducing the frequency and severity of strain and sprain injuries by over 55%.

Since then, we have expanded into developing tools such as a rapid-return-to-work process, computer vision for safety in the workplace, and generative AI for claims management. This is an exciting opportunity to work at a company that fuses technology with industry-leading services to create happier, healthier employees.

The role

As a Support Specialist, you are often the customer’s first impression of Kinetic, lending expert knowledge of our products and services to uncover their needs and recommend personalized solutions. You strive to create an effortless experience for anyone who reaches out, seizing every opportunity to elevate the customer journey and help people develop lasting relationships with Kinetic. 

What a Typical Day Looks Like

While the bulk of your responsibility will be monitoring Salesforce Service Cloud to address internal and external inquiries, those investigations will give you broader company exposure by working closely with other teams to research issues and suggest product enhancements. Over time, you’ll develop strong sleuthing skills to navigate amongst many tools to find creative solutions. You’ll also work with the larger Customer Success team in a variety of ways, such as investigating participation rates amongst customers, ensuring accurate orders arrive to our valued customers. Kinetic’s culture is similar to many other fast-paced startups - lots of change and lots of opportunities to learn more and grow!

Responsibilities

• Promptly respond to customer support requests and ensure they are handled to customer satisfaction.
• Act as the voice of Kinetic on the front lines, delivering positive experiences and developing lasting relationships with customers across multiple channels.
• Maintain expert-level knowledge of our products, processes, and internal systems.
• Use a combination of Salesforce Service cloud and Jira to resolve open issues (cases) with current customers in a timely and professional manner
• Proactively identify issues with Kinetic devices in the field and work with the customer to replace them.
• Track and manage types of customer issues to report back to other areas of the business, including our product team, hardware team, and others. 
• Partner with internal Success Managers to create and maintain customer location and inventory data
  
  

Qualifications

• 1-3 years of customer service experience in B2B tech, fast-paced, performance-based environment.
• Excellent written and verbal communication skills.
• Strong people skills — you are friendly, empathetic, patient, and a great listener.
• Eager to learn, grow, and develop your professional skills.
• Great attention to detail.
• Creative problem solver.
• Ability to solve customer problems by analyzing distributed data sets.
• Experience partnering with technical teams to solve customer problems. 
• Experience with Salesforce Service Cloud or Matrix Velocity is a plus.
  
  

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.

Genfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours.

All information will be kept confidential according to EEO guidelines.