Customer Support Specialist

10Beauty, located in Burlington, MA, is building the definitive Intelligent Beauty company, leveraging robotics and automation to reimagine how people can interact with machines on a service level. Our diverse 45-person and growing team is built around individuals with a consistently demonstrated track record of introducing successful new-to-the-world products (100+ new products launched across the team).

Introduction:

10Beauty is seeking a dedicated Customer Support Specialist to be the frontline hero for our customers and a foundational member of our Customer Team. In this role, you'll be instrumental in shaping our support processes, creating vital customer resources, and ensuring every interaction leaves our users delighted. This is the first Customer Support hire for the company!

This is an in-person role, based out of our Burlington, MA office - no remote candidates please.  

What you’ll do:

Frontline Customer Support (L1- Non-Technical)

• Primary point of contact for customer inquiries received through our Zendesk (Salesforce) platform
• Efficiently resolve a wide range of user issues, including account queries, app navigation help, and general product questions
• Assist with scheduling-related inquiries and provide clear, concise solutions

Inventory & Ordering Management

• Support customer monthly pod ordering processes, ensuring accuracy and timely fulfillment
• Contribute to supply chain forecasting related to customer product needs

Process and Training Development

• Play a key role in building out and maintaining our customer support knowledge base and standard operating procedures
• Develop and refine support scripts within Zendesk (Salesforce) to standardize responses and improve efficiency
• Continuously update training materials based on insights from support tickets and evolving product features
• Assist in coordinating launch supply chain logistics and training materials for new product rollouts

Cross-Functional Collaboration

• Work closely with the Customer Team to ensure a seamless customer journey
• Support People Operations needs as required, contributing to a positive internal environment
• Collaborate with product, engineering, and sales teams to relay customer feedback and contribute to product improvements
• Help cross-functionally with product testing

What you have:

• • 1-2 years of experience in a customer support role, preferably within a consumer-facing or software startup environment
  • Outstanding communication skills (written and verbal)
  • Proficiency with Zendesk (or similar customer support platforms)
  • Effective inventory management skills
  • Exceptional “in the moment” problem-solving abilities 
  • A genuine passion for helping people and creating positive customer experiences

Benefits Overview:

We offer a comprehensive benefits program with Blue Cross Blue Shield as our healthcare provider.

More details include:

• Competitive Compensation & Equity: We offer transparent and equitable compensation packages tailored to individual qualifications, skills, and experience, providing competitive compensation and equity.
• Health & Wellness Benefits: We cover 100% of self and 75% of dependent Medical, Dental, & Vision Insurance plans. 
• Company-paid Benefits: Disability, Life, and AD&D Insurance.
• Flexible Benefits:  Voluntary Life, AD&D, Accident, and Pet Insurance & Mental health benefits to support your holistic well-being.
• Retirement & Savings Plan: 401K through Vestwell.
• Unlimited Flexible Vacation Policy: In our results-oriented work environment, we empower our team to manage their work and life commitments professionally and independently.
• Family-Friendly Policies: 12 weeks of paid Parental Leave following the birth or adoption of a new child.
• Company Culture: Our startup company culture is rooted with a strong emphasis on diversity, where we actively seek individuals who can bring fresh perspectives and skills to our fast-growing and dynamic team. We prioritize teamwork and collaboration as essential components of our culture.
• Flexible Environment: We recognize that building a startup robotics company and culture requires most of our best work to happen from our offices, where our prototypes, tools, 3d printers and team are. However, we encourage our team to work where it makes sense for them on any given day.

We are an equal opportunity employer and value diversity at our company.  We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  

Thank you for considering 10Beauty!