Customer Support Agent

Phorest • Montreal, QC

3d • Remote

About The Position

Phorest powers over 11,000 hair, beauty, and medi-spa businesses globally with software designed to help them grow, manage their teams, and deliver exceptional client experiences. Our ambition is bold: to capture 25% of the global market — that’s one million salons and a billion-dollar company. As we continue to grow, we’re looking for talented, customer-focused people to help us support our clients and scale Phorest faster. We’re looking for a Customer Support Agent to join our growing North American Support team. In this role, you’ll be the first point of contact for salon, spa, and medi-spa owners and their teams. You’ll help clients troubleshoot software issues, answer product questions, and guide them through everyday workflows — making sure every interaction leaves them feeling heard, supported, and confident. This is a great opportunity for someone who loves problem-solving, enjoys working in a fast-paced environment, and cares about helping small businesses succeed.

Requirements

• Experience in the salon, spa, or medi-spa industry, or at least one year in a technical support or customer service role where you directly resolved client issues.
• Strong written and verbal communication skills, with the ability to explain technical concepts in plain language.
• A calm, methodical approach to problem-solving — you investigate thoroughly, document clearly, and follow through.
• Comfort working independently in a remote environment, with a dedicated quiet workspace during your shift.
• Familiarity with standard computer operations, including web browsers, email tools, software installation, and basic networking concepts.
• Availability to work the required schedule as business needs dictate.

Nice To Haves

• Previous experience using or supporting Phorest software.
• Experience with point-of-sale software.
• Familiarity with tools like Zendesk, Slack, or Notion.
• Experience supporting small business owners.
• Previous experience mentoring teammates or supporting team development.

Responsibilities

• Respond to incoming calls, live chats, and emails from Phorest clients, resolving issues quickly and effectively wherever possible.
• Diagnose and troubleshoot software questions, from day-to-day workflows to printer setup and basic network configuration.
• Use remote-access tools to support clients through technical issues in a clear, calm, and helpful way.
• Build strong product knowledge across the Phorest platform so you can guide clients with confidence.
• Escalate more complex or critical issues to senior support teams with clear, thorough documentation.
• Act as the voice of the customer by sharing product feedback, recurring issues, and feature requests internally.
• Collaborate with Support, Product, and Engineering teams to ensure client issues are resolved fully and efficiently.

Benefits

• Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks (fully employer-paid).
• Optional extras such as a 401(k) and a range of upgraded insurance options.
• Career development opportunities including an in-house Learning and Development/Business coach and online resources like LinkedIn Learning.
• Social events to build camaraderie.
• Opportunity to join or champion Employee Resource Groups.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed