10beauty Customer Support Specialist at 10Beauty provides frontline customer service and develops support processes and training materials. The role is in-person in Burlington, MA, supporting customers via phone, email, and HubSpot.
Responsibilities
Frontline Customer Support (L1 - Non-Technical)
Serve as the primary point of contact for customer inquiries received by phone, email, and through our HubSpot platform
Answer inbound customer calls and make outbound follow-up calls, providing friendly, professional, and timely support
Respond to customers quickly and efficiently resolve a wide range of issues, including account questions, app navigation help, and general product questions
Assist with scheduling-related inquiries and provide clear, concise solutions
Document calls, emails, and tickets in HubSpot so every customer conversation is tracked and easy to follow up on
Process and Training Development
Play a key role in building and maintaining our customer support knowledge base and standard operating procedures
Develop and refine support scripts, including phone scripts, within HubSpot to standardize responses and improve efficiency
Support team training and continuously update training materials based on insights from support tickets, customer calls, and evolving product features
Assist in coordinating launch supply chain logistics and training materials for new product rollouts
