Customer Support Specialist
About The Position
10Beauty is seeking its first Customer Support Specialist to serve as a frontline support representative and foundational member of the Customer Team. The role handles customer inquiries by phone, email, and HubSpot, helps resolve account, app, product, and scheduling questions, and contributes to a positive customer experience. The specialist will also help manage inventory and ordering, develop customer support processes and training materials, assist with launch logistics, and collaborate with internal teams to share customer feedback and support product improvements. This is an in-person position based at the company’s 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, preferably in a consumer-facing or software startup environment.
- 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 in-the-moment problem-solving skills, including staying 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.
Responsibilities
- Serve as the primary contact for customer inquiries by phone, email, and HubSpot.
- Answer inbound calls and make outbound follow-up calls with friendly, professional, and timely support.
- Resolve account, app navigation, general product, and scheduling inquiries.
- Document calls, emails, and tickets in HubSpot for tracking and follow-up.
- 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 using insights from customer interactions, support tickets, and product changes.
- Assist in coordinating 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.
- Help with product testing across functions.
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
