Senior Support Specialist

Our Story:

Unlocking the Ageless Revolution for Patients and Practices:

With 2 million users, over $2 billion generated revenue, and ranking among the Top 200 apps globally, RepeatMD is leading the charge as we expand into new verticals.

Today, as a B2B SaaS company in the Aesthetics and Wellness Industry, we proudly serve 4000+ practices across all 50 states and Canada.

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

About the Role

We’re looking for a Senior Support Specialist to join our growing team. You’ll be the first line of defense for our clients—delivering timely, accurate, and empathetic support across Messenger, email, and phone.

Your role will be to ensure clients feel heard, supported, and confident in using RepeatMD. You’ll triage requests, resolve straightforward issues, escalate complex cases to the right teams, and act as the voice of the customer by surfacing insights that help us continuously improve.

If you love solving problems, thrive in a fast-paced SaaS environment, and are motivated by helping clients succeed, this role is for you.

What You’ll Do

• Deliver top-tier support for clients via Messenger, email, and phone

• Triage requests and escalate complex issues with full context and urgency

• Ensure consistent documentation in support tools (Salesforce, Intercom, Notion)

• Maintain high standards of customer satisfaction and professionalism

• Surface common themes or patterns to inform help center content and workflows

• Partner with Support, Product, and Engineering to close the loop on client issues

• Act as the voice of the customer, sharing feedback and insights internally

What Success Looks Like

• First Response Time: ≤ 2 hours during business hours

• Resolution Time (Standard Tickets): ≤ 3 business days on average

• Customer Satisfaction (CSAT): ≥ 93%

• Accurate Triage Rate: ≥ 97%

• Daily Ticket Throughput: ≥ 20 tickets/day

What We’re Looking For

• 1–2 years in Customer Success, Support, or related client-facing roles

• Clear and confident written and verbal communication skills

• Experience with support platforms (e.g., Intercom, Salesforce)

• Ability to multitask and prioritize in a fast-paced environment

• Strong problem-solving and triage abilities

• Familiarity with SaaS environments is a plus

What We Offer

• Competitive salary

• Medical, Dental, Vision, and 401k through Justworks

• Stock options

• Parental leave (12 weeks maternity, 4 weeks paternity)

• Annual performance reviews

• Training and development programs

• Pet-friendly office stocked with snacks

Compensation

Total compensation for this role is $65K annually. The package includes base salary, benefits, and/or other applicable incentive compensation.

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.