Esthetician Support Specialist

Face Reality•San Ramon, CA

9h•Hybrid

About The Position

The Esthetician Support Specialist is crucial in facilitating seamless onboarding, ongoing support, and long-term success of Face Reality’s Acne Experts utilizing Clear Skin Method treatments. This role involves delivering exceptional customer service, demonstrating strong protocol knowledge, and resolving issues in real time during daily interactions to ensure a consistent, high-quality experience for the Acne Expert community and support operational efficiency. This is a Hybrid position, requiring work from the Danville office Tuesday - Thursday (8am-4:30pm) and remotely Mondays and Fridays. The position is not eligible for visa sponsorship; candidates must have authorization to work in the US without current or future sponsorship.

Requirements

Esthetics License required
Genuine interest in professional skincare and ongoing education
Minimum 1–2 years of hands-on facial treatment experience in a treatment room environment
Demonstrated ability to troubleshoot and resolve issues effectively during phone-based interactions
Foundational knowledge of skincare protocols
Strong verbal and written communication skills, with confidence speaking on the phone
Comfort learning and using internal systems and tools
Excellent organizational skills with the ability to multitask, prioritize, and manage time effectively in a fast-paced environment
Ability to work toward and adhere to daily performance expectations, including call handling, responsiveness, documentation quality, and accuracy

Nice To Haves

1+ years of experience in customer support, client service, call center, or similar customer-facing role preferred, with comfort handling inbound inquiries and real-time problem solving
Acne treatment experience preferred
Zoho experience preferred

Responsibilities

Support the onboarding of new Acne Experts by reinforcing protocol adherence, system usage, and effective application of Face Reality’s Clear Skin Method. Identify and help close knowledge gaps through real-time guidance and follow-up
Serve as frontline support for Acne Experts by promptly answering inbound calls and inquiries, troubleshooting issues, and providing clear, accurate solutions across phone, email, and support channels
Engage with Acne Experts through approved community channels, including the Pro Facebook group, by responding to questions, providing guidance, and reinforcing best practices
Collaborate with the sales team as needed to support a smooth customer experience, ensuring Acne Experts receive accurate information and appropriate handoff support when necessary
Investigate and resolve protocol, product, treatment, and system-related inquiries. Partner with IT, digital product, or internal teams when escalation is required, maintaining ownership through resolution
Utilize Zoho, Shopify, LearnWorlds, Microsoft 365 Products and other internal systems to manage inbound requests, track cases, document interactions, and maintain accurate records. Develop system proficiency quickly to support efficient issue resolution and reporting
Build and maintain a strong working knowledge of Face Reality products and treatment protocols, with an expectation of increasing independence and confidence over time
Support ongoing education efforts by reinforcing existing resources, updates, and best practices shared by the education, marketing, and clinic teams
Maintain accurate and timely documentation in internal systems, including case notes, data entry, reporting, and related records