In a context of growth both in France and internationally, Kinvent is strengthening its Customer Success department, a key pillar of the customer experience.
The Customer Support Specialist position is centered on managing customer requests, with a strong emphasis on service quality, responsiveness, and technical understanding of Kinvent products.
The Customer Support Specialist will mainly support clients in France, Spain, and Latin America, working in close coordination with the Sales, Product, Hardware, and Software teams. He/She will report directly to the Head of Customer Success.

Main objectives of the role

• Deliver excellent customer support for Kinvent products and solutions
• Ensure SLAs are met and maximize customer satisfaction (CSAT)
• Develop strong technical expertise in our ecosystem (sensors and application)
• Maximize adoption and usage of solutions through proactive support
• Identify and escalate upsell opportunities to the sales team

Key Responsibilities

1. Inbound request management

• Manage customer tickets and incoming calls (mainly France, Spain, and Latin America) via the Zendesk ticketing system
• Qualify, prioritize, and process inbound requests:
  • Usage inquiries / need for guidance
  • Technical issues with sensors / application
• Ensure rigorous follow-up on tickets through to resolution
  • Communicate clearly, constructively, and professionally with customers
  • Comply with defined processes and SLAs

2. Technical support and Product Expertise

• Develop a deep understanding of Kinvent products (sensors & app)
• Perform initial levels of technical diagnosis
• Identify incidents requiring escalation to the Product, R&D, Hardware, and Software teams
• Contribute to the internal knowledge base (Notion) and management of our Help Center
• Contribute to customer retention through high-quality support

3. Proactive missions

• Ensure smooth onboarding and support for new customers
• Analyze usage to identify and re-engage inactive or underutilizing customers
• Deploy targeted retention and reactivation actions to maximize adoption
• Spot upsell opportunities during interactions and forward them to the sales team

4. Internal coordination and continuous improvement

• Work closely with:
  • The Sales team (customer follow-up, escalations, business context)
  • Product and R&D teams (needs, improvements)
  • Hardware & Software teams (diagnostics, bugs)

• Contribute to process improvement (ticketing, FAQ, Notion, macros)

Skills and requirements

Experience

• 1 to 2 years of experience in Customer Support, Customer Success, or Account Management
• Experience or a strong interest in the Physical Therapy / Sports / MedTech / Biomechanics sector is a major plus

Key skills

• Strong customer focus and orientation toward customer satisfaction
• Strong interest in technical topics
• Ability to understand and explain technical issues in simple terms
• Ability to follow structured processes and contribute to their evolution
• Strong organizational skills, attention to detail, and priority management
• Ability to analyze usage patterns and understand client business challenges
• Excellent interpersonal skills and teaching ability
• Excellent verbal and written communication skills

Languages (required)

• French : fluent / professional
• Spanish : fluent / professional
• English : fluent / professional

Tools used

• Ticketing tool : Zendesk
• Others : Aircall, Salesforce, Notion, Google Workspace, PowerBI…