Customer Support Specialist

10Beauty is a robotics startup based in Burlington, MA on a mission to forever change the beauty and wellness space. We have raised $70M from some of the leading venture and celebrity investors in the country to build the world's first fully autonomous 5-step manicure machine. We have pre-sold our first 1,000 machines to some of the most iconic brands in America, including Ulta Beauty, Nordstrom, Equinox and Marriott. As of November 2025, we launched our first robot at Ulta Beauty in Everett, MA and are continuing to scale across said brand locations above. We are a fast growing 60+ person organization with deep robotics experience. Come join the company who will put 'beauty robotics' on the map! 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, whether by phone or online, 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, with a rotating evening and weekend support schedule. No remote candidates, please. What you'll do: Frontline Customer Support (L1 - Non-Technical) Serve as the primary point of contact for customer inquiries received by phone, email, and through our HubSpot platformAnswer inbound customer calls and make outbound follow-up calls, providing friendly, professional, and timely supportRespond to customers quickly and efficiently resolve a wide range of issues, including account questions, app navigation help, and general product questionsAssist with scheduling-related inquiries and provide clear, concise solutionsDocument calls, emails, and tickets in HubSpot so every customer conversation is tracked and easy to follow up onParticipate in an evening and weekend support rotation Inventory & Ordering Management Track inventory and keep customer locations suppliedContribute to supply chain forecasting related to customer product needs Process and Training Development Play a key role in building and maintaining our customer support knowledge base and standard operating proceduresDevelop and refine support scripts, including phone scripts, within HubSpot to standardize responses and improve efficiencySupport team training and continuously update training materials based on insights from support tickets, customer calls, and evolving product featuresAssist 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 journeySupport People Operations needs as required, contributing to a positive internal environmentCollaborate with product, engineering, and sales teams to relay customer feedback and contribute to product improvementsHelp 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 environmentExperience handling customer calls, with a warm, professional, and patient phone mannerOutstanding communication skills (written and verbal)Experience with HubSpot (calls, emails, and tickets) or similar customer support platformsEffective inventory management skillsExceptional "in the moment" problem-solving abilities, including staying calm and helpful with frustrated customers on the phoneAvailability for evening and weekend support shifts on a rotating basisA genuine passion for helping people and creating positive customer experiences At 10Beauty, we consider a wide-range of factors when determining compensation, based on individual qualifications, skills, and experience. Equity and benefits are included for all full-time employees. If you believe you can contribute to our team, we invite you to apply. We appreciate diversity and welcome those who can bring fresh perspectives and skills to our team. Salary Range $50,000—$70,000 USD 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!