Senior Support Specialist

Our Story:

Unlocking the Ageless Revolution for Patients and Practices:

With 1.5 million users, over $1 billion in revenue, and ranking among the Top 200 apps globally, RepeatMD is leading the charge.

Fresh off our Series A, we're expanding into new verticals.

Today, as a B2B SaaS company in the Aesthetics and Wellness Industry, we proudly serve 3,000+ clients across all 50 states—and we're just getting started on going global.

We are looking for those who are passionate to join our mission!

Overview

A Senior Support Specialist is essential in customer support, handling complex and escalated issues to ensure high customer satisfaction. They serve as a subject matter expert to resolve challenging problems, update support documentation, and mentor junior staff. Their role also involves working with their leader  to provide insights on product performance, drive process improvements, and  enhance the overall support experience.

Eligibility and Requirements

• Prior experience with integrating aesthetic and wellness software is highly preferred
• Proven track record in providing exceptional support to enterprise-level clients
• Expertise in using Intercom, including building and optimizing workflows
• Demonstrated success in developing and implementing streamlined processes that enhance efficiency and scalability within a support team
• Strong leadership capabilities with a proven ability to inspire and drive continuous improvement within a team

Expectations

• Provide phone and EMR integration support for enterprise clients
• Handle complex support tickets, escalate issues as necessary, and clearly communicate problems and solutions.
• Foster resourcefulness among teammates and new hires, ensuring high-quality support aligned with RMD standards.
• Train new hires over a 4-5 week period, identify improvement areas, and enhance training based on evolving needs.
• Update SOPs and macros to reflect new or updated features.
• Manage the support and customer Gmail account, including forwarding spam emails.
• Serve as a knowledgeable resource for the support team regarding product questions.
• Identify and report potential areas for improvement, detailing issues, their importance, and actionable steps for enhancement.
• Create and update macros and SOPs  in collaboration with leadership, reflecting feature updates and changes.
• Assist with verifying merchant accounts on Stripe as needed

What we offer:

• Competitive salary.
• Employee Bonus Plan.
• Medical, Dental, Vision, and 401k through Justworks.
• Stock options.
• Unlimited PTO.
• Parental leave; (12-weeks maternity and 4-weeks paternity leave) because we know that being a parent is the most important job you'll ever have.
• Annual performance reviews.
• Training and development programs.

We offer competitive compensation, comprehensive benefits, and the opportunity to work with a talented and passionate team that is dedicated to transforming the medical aesthetics industry. If you are a self-starter with a passion for helping clients succeed, we encourage you to apply for this exciting opportunity. The total compensation range for this position in the United States is $60,000 to $65,000 + Bonus. Compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

RepeatMD is an Equal Opportunity Employer. We highly value diversity of thought and experience at our company and encourage people of all backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.