Customer Support Specialist
Introduction:
10Beauty is seeking a dedicated Customer Support Specialist to be the frontline hero for our customers and a foundational member of our Customer Team. In this role, you’ll be instrumental in shaping our support processes, creating vital customer resources, and ensuring every interaction, whether by phone or online, leaves our users delighted.
This is an in-person role based out of our Burlington, MA office, with a rotating evening and weekend support schedule. No remote candidates, please.
What you’ll do:
Frontline Customer Support (L1 - Non-Technical)
Serve as the primary point of contact for customer inquiries received by phone, email, and through our HubSpot platform
Answer inbound customer calls and make outbound follow-up calls, providing friendly, professional, and timely support
Respond to customers quickly and efficiently resolve a wide range of issues, including account questions, app navigation help, and general product questions
Assist with scheduling-related inquiries and provide clear, concise solutions
Document calls, emails, and tickets in HubSpot so every customer conversation is tracked and easy to follow up on
Participate in an evening and weekend support rotation
Inventory & Ordering Management
Track inventory and keep customer locations supplied
Contribute to supply chain forecasting related to customer product needs
Process and Training Development
Play a key role in building and maintaining our customer support knowledge base and standard operating procedures
Develop and refine support scripts, including phone scripts, within HubSpot to standardize responses and improve efficiency
Support team training and continuously update training materials based on insights from support tickets, customer calls, and evolving product features
Assist in coordinating launch supply chain logistics and training materials for new product rollouts
Cross-Functional Collaboration
Work closely with the Customer Team to ensure a seamless customer journey
Support People Operations needs as required, contributing to a positive internal environment
Collaborate with product, engineering, and sales teams to relay customer feedback and contribute to product improvements
Help cross-functionally with product testing
What you have:
1-2 years of experience in a customer support role, preferably within a consumer-facing or software startup environment
Experience handling customer calls, with a warm, professional, and patient phone manner
Outstanding communication skills (written and verbal)
Experience with HubSpot (calls, emails, and tickets) or similar customer support platforms
Effective inventory management skills
Exceptional “in the moment” problem-solving abilities, including staying calm and helpful with frustrated customers on the phone
Availability for evening and weekend support shifts on a rotating basis
A genuine passion for helping people and creating positive customer experiences
At 10Beauty, we consider a wide-range of factors when determining compensation, based on individual qualifications, skills, and experience. Equity and benefits are included for all full-time employees. If you believe you can contribute to our team, we invite you to apply. We appreciate diversity and welcome those who can bring fresh perspectives and skills to our team.
Salary Range
$70,000—$80,000 USD