Support Specialist

Deliver peace of mind at every touchpoint. At VirtuSpa, our mission is to transform how aesthetic practices operate by providing them with intuitive, AI-powered tools—from virtual consultations to intelligent calendars and scheduling assistants. As a Support Specialist, you'll be the frontline advocate for our users, ensuring every interaction is resolved with clarity, empathy, and speed. You'll play a critical role in helping medical spas, dermatologists, and plastic surgeons maximize the value of VirtuSpa, while also championing their needs internally to inform better product decisions.

What You'll Do:

• Provide exceptional support via chat, email, and video calls, offering timely resolutions and thorough guidance on all VirtuSpa products.
• Be the product expert: Learn our platform inside and out, from the virtual consultation model to automated scheduling and chat workflows.
• Troubleshoot intelligently: Diagnose issues across different user types and technical contexts. Collaborate with the product and engineering teams to identify bugs and recommend solutions.
• Document and educate: Contribute to the development of internal and public help center articles, FAQs, and product walkthroughs.
• Build relationships: Offer white-glove support to high-value accounts and new customers to ensure smooth onboarding and usage.
• Close the loop: Capture patterns in support tickets and user feedback, and advocate for enhancements to drive user satisfaction.

What You Bring:

• 2+ years of experience in SaaS customer support or technical support roles
• Empathy, patience, and a people-first mindset
• Strong written and verbal communication skills
• Comfort using support tools like Intercom, Zendesk, or Help Scout
• Basic technical literacy (e.g., understanding browser dev tools, APIs, logs)
• Bonus: familiarity with med spa or healthcare workflows

Why You'll Love This Role:

• You'll be a trusted advisor to aesthetic professionals who rely on you daily
• You'll have a direct impact on patient care, satisfaction, and revenue
• You'll join a mission-driven, remote-first company that values clear communication and high standards