Customer Support Specialist
About The Position
10Beauty is seeking its first Customer Support Specialist to serve as the frontline point of contact for customers and help establish the company’s customer support function. The role provides friendly, professional assistance by phone, email, and HubSpot, addressing account, app navigation, scheduling, and general product questions. The specialist will document interactions, help build support processes and resources, and ensure customers receive timely, helpful responses. The position also supports inventory tracking and ordering, supply chain forecasting, customer support training, and logistics for new product launches. The specialist works with the Customer Team and collaborates with People Operations, product, engineering, and sales, sharing customer feedback and assisting with product testing. This is an in-person role at the Burlington, Massachusetts office, with a rotating evening and weekend support schedule. Remote candidates are not being considered.
Requirements
- 1–2 years of experience in a customer support role.
- Experience handling customer calls with a warm, professional, and patient phone manner.
- Outstanding written and verbal communication skills.
- Experience with HubSpot for calls, emails, and tickets, or a similar customer support platform.
- Effective inventory management skills.
- Strong real-time problem-solving abilities, including the ability to stay calm and helpful with frustrated customers on the phone.
- Availability for rotating evening and weekend support shifts.
- A genuine passion for helping people and creating positive customer experiences.
Nice To Haves
- Customer support experience in a consumer-facing or software startup environment.
Responsibilities
- Serve as the primary contact for customer inquiries by phone, email, and HubSpot.
- Answer inbound calls and make outbound follow-up calls, providing friendly, professional, and timely support.
- Resolve customer issues involving accounts, app navigation, scheduling, and general product questions.
- Document calls, emails, and tickets in HubSpot.
- Participate in a rotating evening and weekend support schedule.
- Track inventory and keep customer locations supplied.
- Contribute to supply chain forecasting for customer product needs.
- Build and maintain the customer support knowledge base and standard operating procedures.
- Develop and refine support scripts, including phone scripts in HubSpot.
- Support team training and update training materials based on support tickets, customer calls, and product changes.
- Help coordinate launch supply chain logistics and training materials for new product rollouts.
- Work with the Customer Team to support a seamless customer journey.
- Support People Operations needs as required.
- Collaborate with product, engineering, and sales teams to relay customer feedback and contribute to product improvements.
- Assist with product testing.
Benefits
- Equity and benefits are included for all full-time employees.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
