Customer Support Specialist

The role

This person will serve as the primary point of contact for customer inquiries via phone, email, and HubSpot. They will also build support processes, develop training materials, and collaborate with product and engineering teams.

What you will do

• Serve as the primary point of contact for customer inquiries via phone, email, and HubSpot
• Answer inbound customer calls and make outbound follow-up calls
• Resolve issues including account questions, app navigation help, and general product questions
• Assist with scheduling-related inquiries
• Document calls, emails, and tickets in HubSpot
• Build and maintain the customer support knowledge base and standard operating procedures
• Develop and refine support scripts within HubSpot
• Support team training and update training materials
• Assist in coordinating launch supply chain logistics and training materials
• Collaborate with product, engineering, and sales teams to relay customer feedback

Required qualifications

• 3+ years of experience in a customer support role
• Willingness to work retail hours Wednesday–Sunday, and be on call as needed
• Experience handling customer calls
• Outstanding communication skills (written and verbal)
• Experience with HubSpot (calls, emails, and tickets) or similar customer support platforms
• Exceptional problem-solving abilities
• A genuine passion for helping people and creating positive customer experiences
• Comfortable using AI tools

Nice to have

• Experience within a consumer-facing or software startup environment
• Inventory management experience

Benefits

• Equity
• Benefits

About the company

10Beauty is a robotics startup based in Burlington, MA building an autonomous 5-step manicure machine. They have raised $70M and have pre-sold 1,000 machines to brands including Ulta Beauty, Nordstrom, Equinox and Marriott.