Customer retention specialist

Company Description Hobfit is a tech-enabled health platform dedicated to reimagining women’s health through science-backed care, AI-powered workouts, and habit-driven coaching. The company supports users in managing conditions such as weight concerns, PCOS, thyroid issues, blood pressure, fatigue, hormonal imbalances, and gynecological challenges with personalized medical expertise, smart movement, and culturally relevant nutrition. Hobfit serves over 500,000 users across multiple countries, supported by a network of hundreds of doctors, dieticians, and certified coaches. Its platform includes AI-driven home workouts, lab test integrations, biomarker-based personalization, and in-app health trackers, all designed to address root causes rather than just symptoms and help women regain long-term control of their health.
Role Description The Customer Retention Specialist is a full-time, on-site role based in Faridabad, focused on strengthening long-term relationships with Hobfit users. This role involves proactively engaging with existing customers through calls, messages, and in-app communication to understand their needs, address concerns, and encourage continued usage of Hobfit’s services. The specialist will monitor user activity and feedback, identify at-risk customers, and implement targeted retention strategies and personalized follow-ups to improve satisfaction and reduce churn. Day-to-day responsibilities include coordinating with medical, coaching, and support teams to resolve issues, optimizing onboarding and renewal experiences, and contributing insights to improve products and programs. The role also requires maintaining accurate records of customer interactions, tracking retention metrics, and participating in ongoing process improvements.
Qualifications
Strong customer relationship management skills, including empathy, active listening, and the ability to build trust with diverse users.
Experience in customer success, support, sales, or retention roles, preferably within health, wellness, or tech-enabled service environments.
Excellent verbal and written communication skills in English; proficiency in additional regional languages is an advantage.
Comfort with using CRM tools, communication platforms, and data dashboards to track customer journeys and retention metrics.
Ability to analyze customer feedback and usage patterns to identify risks, opportunities, and actionable retention strategies.
Organizational and time-management skills to handle multiple customer accounts and follow-ups efficiently in a fast-paced setting.
Collaborative mindset with the ability to work closely with medical, coaching, operations, and product teams.
Bachelor’s degree in Business, Communications, Psychology, Healthcare Management, or a related field is preferred.
Interest in women’s health, fitness, and behavior change, with a customer-centric approach and commitment to ethical, non-judgmental support.

Work arrangement
No