Customer Success Specialist - Kilow (Lebanon)

About Kilow

Kilow is a pioneering digital health startup in Saudi Arabia focused on delivering sustainable weight loss solutions through an integrative approach that combines medication, lifestyle modification, and personalized guidance. With a mission to tackle one of the highest obesity rates globally, Kilow aims to provide accessible, comprehensive, and science-backed solutions that empower individuals on their weight loss journeys.

About The Role

As a Customer Success Specialist at Kilow, you’ll be the first point of contact for many of our clients, and a key companion throughout their weight loss journey. Your role is equal parts educator, motivator, and problem-solver. You’ll help clients feel understood, supported, and empowered, whether they’re just exploring the program or several weeks into their transformation. Through proactive outreach, empathetic communication, and close coordination with our medical and coaching teams, you’ll ensure each client receives a seamless and personalized experience that drives engagement, trust, and long-term success.

Core Responsibilities:

• Call new leads within 24 hours via phone & engage with them via WhatsApp to explain Kilow’s offerings as well as guide them through next steps.
• Answer client inquiries about Kilow’s programs, medications and non medication route, as well as app features in a warm, knowledgeable manner.
• Follow up with current subscribers, track their journey, weight, injection logging, and offer motivation or troubleshooting as needed.
• Guide leads and subscribers in booking doctor and nutritionist consultations and explain how to get the most from their plan
• Identify drop-off points or signs of disengagement and proactively re-engage with supportive check-ins
• Document all interactions and progress in CRM.
• Flag issues needing expert support and escalate to the appropriate team (doctors, nutritionists, tech and product).
• Collect client feedback and share insights with the team to improve service delivery.
• Stay up-to-date with Kilow’s offerings, app features, and medical protocols to ensure clear client education.
  
  

Day-to-Day Tasks:

• Daily calls to new leads and check-ins with existing users.
• Responding promptly to WhatsApp messages and support as needed
• Scheduling follow-ups, and encouraging appointment bookings
• Educating users on plan components like sleep, stress, nutrition, GLP-1 medications, etc.
• Logging feedback and recurring issues to inform product and service improvements
• This role will require evening shift hours and may include on-call scheduling. Flexibility is essential.
  
  

Qualifications Needed:

• Strong communication skills in both Arabic and English
• Friendly, empathetic, and confident over the phone or chat
• Organized, with good follow-up and task tracking habits
• Comfortable using CRM tools and all tech platforms used by Kilow
• Background in health, wellness, or customer service is a plus.
• Understanding of Saudi culture and common weight loss habits/ challenges.
• Ability to explain medical and lifestyle concepts simply and clearly.