• The VP, Customer Experience and Success will focus on every post-sale motion. • Make that conviction operational across Procare's four customer-facing functions: Named CS, Digital CS at Scale, Technical Account Management (TAM), and Procare University & Customer Marketing. • Owns the Enterprise and Mid-Market book with a strategy for retention and expansion outcomes. • Responsible for building and maintaining senior-level relationships with key enterprise customers. • Ensure the Director of CS at Scale is building toward a model that measurably reduces churn and improves activation across the pooled book. • Manage Technical Account Managers who provide deep functional product expertise. • Set the vision for a scalable, integrated customer education experience.

• Take inbound and outbound calls from members of our clients’ gyms • Respond to customer questions in accurate and timely manner following established policies • Explain options regarding upgrading, downgrading, or canceling memberships • Update billing and personal information per customer request • Document customer interaction with our in-house software

• Provide front-line support to both consumer and business banking customers. • Deliver exceptional service through inbound phone calls, secure messages, chats, and other digital communication channels. • Assist small business and commercial members with digital banking access, account servicing requests, and general business banking inquiries. • Review and process customer applications submitted through retail and business account onboarding platforms. • Ensure compliance with established policies, procedures, and Service Level Agreements. • Monitor retail and business digital bank applications.

Role Description The SchoolCash Support team is integral to KEV's success, driving customer trust and retention by making sure every district, school, and bookkeeper gets the answer they need — accurately, quickly, and in plain language. We partner across Product, Payments, and Implementation to keep the platform running smoothly for the people who rely on it most. We are looking for a Customer Support Specialist to join our growing team. SchoolCash sits inside thousands of school offices doing the unglamorous, high-stakes work of moving money — field trip fees, fundraiser deposits, lunch programs, yearbook orders. When something doesn't reconcile, a bookkeeper picks up the phone. You're who they reach. You'll work the queue across phone, email, and chat — diagnosing issues that cross payment processing, reporting, configuration, and accounting workflows. The hard part isn't the ticket volume. It's holding the technical thread and the human one at the same time: a school secretary at end-of-month close needs the answer, and they need to feel like someone has their back. The ideal candidate is analytical, patient, and genuinely empathetic, with a working knowledge of accounting and a strong instinct for ownership. The base salary range for this role is USD $65,000- $75,000. This range reflects expected compensation at the time of posting. Final offers may vary based on skills, experience, location, and internal equity. Total compensation may also include bonus and benefits. Qualifications - 2–4 years of experience in customer support, school business operations, or accounting-related roles. - Working knowledge of accounting processes — reconciliations, deposits, journal entries, and financial reporting. - Bachelor's degree or diploma in accounting, business administration, or related field, or equivalent work experience. - Familiarity with SaaS applications, financial software, or payment platforms. - Conversational level Spanish (verbal and written) is a nice to have. Requirements - Diagnostic problem solving — proven ability to think analytically, isolate variables, and apply logical troubleshooting to resolve functional and technical issues. - Customer communication across channels — strong verbal and written skills across phone, email, and chat; able to explain accounting and system concepts to users at all levels. - Case ownership and throughput — ability to manage multiple cases concurrently with attention to detail, proactive follow-up, and empathy under time-sensitive conditions. - Experience working in or supporting K-12 school or district environments is strongly preferred. Benefits - Make a real difference every day – Your work supports children, parents, and schools across North America. - The KEV Way – Be part of a team that’s constantly questioning, improving, and innovating. - Grow with us – Real opportunities to learn, develop, and shape your career. - Work alongside excellence – Be part of a team with integrity who treat their colleagues with respect. - Celebrate Community and Culture – Join Club KEV for team-building fun and be inspired by the KEVite Awards.