Customer Support Specialist

About the Role

Our beauty client is seeking a dedicated and service-oriented Customer Support Specialist to support its growing professional affiliate program. With over 7,000 professional accounts, this role serves as the primary point of contact for inbound inquiries, delivering high-touch, white-glove support to professional customers and internal sales teams.

This is a highly visible role where you will act as a digital ambassador, helping bridge the gap between technical systems and professional users by providing clear, patient, and solutions-oriented guidance.

Key Responsibilities

• Serve as the first point of contact for inbound hotline inquiries, ensuring timely and high-quality resolution
• Provide real-time troubleshooting and step-by-step guidance to support users navigating digital platforms
• Manage and resolve support tickets using CRM tools while maintaining detailed documentation
• Identify recurring issues and provide insights to improve systems and user experience
• Escalate complex technical issues to appropriate internal teams
• Maintain up-to-date knowledge of platform functionality, policies, and FAQs
• Partner cross-functionally with internal teams to ensure seamless support and resolution

Qualifications

• 2+ years of experience in customer support, technical support, or a B2B service environment
• Strong verbal communication skills with a patient, customer-first approach
• Experience troubleshooting systems and guiding users through digital workflows
• Familiarity with CRM or ticketing systems (e.g., Salesforce, Zendesk, ServiceNow)
• Ability to manage high volumes of inquiries in a fast-paced environment
• Detail-oriented with strong organizational and problem-solving skills

Preferred

• Experience within beauty, aesthetics, or healthcare industries
• Experience supporting professional or B2B customers

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