Customer Success & Support Specialist

1. 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. Thats where BHOUT comes in. Were 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 were now expanding our reach globally. BHOUT bags will be a familiar sight everywhere whether its in offices homes buildings or gyms making fitness accessible wherever the mood strikes.

2. 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 dont hide or pretend.

Punch - BHOUT makes a difference. 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.

3. About the Role

This role sits within the Customer Engagement function combining Customer Support and Customer Success responsibilities. The team is accountable for delivering a warm and efficient member experience while proactively driving key business outcomes such as sessions per week retention churn reduction member lifetime value and referrals.

4. What Youll Do

1) Customer Support (Reactive)

• Manage member requests end-to-end through Zendesk Intercom or an equivalent ticketing platform.
• Resolve inquiries related to billing credits bookings account access app/technology club policies and first-time member guidance.
• Maintain a consistent tone of voice: clear warm solution-oriented and aligned with BHOUTs brand standards.
• Follow internal SLA targets and ensure high-quality resolution minimizing reopens and escalations.

2) Customer Success (Proactive)

• Identify churn risk and engagement opportunities using usage signals (e.g. reduced frequency inactivity payment friction negative feedback).
• Execute proactive communications and playbooks (onboarding reactivation churn prevention habit-building guidance).
• Support member upgrades and value-aligned upsell initiatives (e.g. plan upgrades relevant add-ons) documenting outcomes and impact.

3) Knowledge Process & Continuous Improvement

• Contribute to the Knowledge Base: create and maintain FAQs macros and internal documentation.
• Improve operational workflows to reduce repeated issues and increase support efficiency.
• Provide structured feedback loops to Operations Finance and Product/Tech teams to address root causes.

4) Reporting & Impact Documentation

• Track and report key activities and outcomes (e.g. churn avoided reactivations upgrades influenced referral triggers).
• Support weekly and quarterly planning cycles aligned with the teams OKR cadence contributing to measurable progress.

5. What Youll Need

Must-have:

• Written and communication fluency in Portuguese and English
• Prior experience using Zendesk or Intercom (or similar)
• Experience in customer-facing roles (support success sales hospitality etc.)
• Strong written communication skills and a high-empathy approach
• High accountability organization and follow-through
• Tech & AI experienced person that uses ChatGPT every day or equivalents.

Great-to-have:

• Spanish fluency
• Experience in fitness boutique studios or wellness industries
• Deep understanding of customer success key metrics
• Experience building knowledge bases macros playbooks and operational processes

Tools & Systems:

Required:

• Glofox - members management system
• Ticketing/helpdesk: Zendesk or Intercom (or equivalent)
• Core productivity tools: Microsoft Workspace / Slack / Notion (or equivalents)

Valued (not required):

• Analytics / reporting tools: Amplitude Mixpanel Metabase Looker GA4 Power BI (or similar)
• Strong comfort with Sheets/Excel for simple cohorting segmentation and trend analysis (We do not require product analytics specialization but we highly value structured data-aware thinking.)

6. Our Perks:

Play BHOUT: You and your family members can enjoy our special BHOUT Club Memberships. See all the details below

Competitive Compensation: Competitive salary and performance-based Bonuses.

Extra Time Off: Enjoy 25 vacation days per year plus 3 additional days off on your birthday Christmas Eve and New Years Eve.

Health Insurance: Access to a wide network of clinics and hospitals negotiated rates and reimbursement of medical expenses. For you and your immediate family in Portugal only.

Work-Life Balance: Work on your own terms with BHOUTs Flexible Hours and Remote Work Options!

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 Off-sites 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!