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, working retail hours Wednesday through Sunday. 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

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
• Assist with tracking inventory, keeping customer locations supplied, and contribute to supply chain forecasting related to customer product needs as needed

What you have:

• 3+ years of experience in a customer support role, preferably within a consumer-facing or software startup environment
• Willingness to work retail hours Wednesday–Sunday, and be on call as needed
• 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
• Exceptional “in the moment” problem-solving abilities, including staying calm and helpful with frustrated customers on the phone
• A genuine passion for helping people and creating positive customer experiences
• Inventory management experience is a plus
• Comfortable using AI tools

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.