Support Specialist

Summary

Join Aescape, a lifestyle robotics company revolutionizing self-care, as a part-time, remote Support Specialist based in Mexico City. You will be a key point of contact for customer inquiries across various channels (ticketing system, phone calls, chat), becoming an expert on the Aescape massage experience. This role involves utilizing a robust knowledge base, expanding documentation, and sharing customer insights across teams. The ideal candidate possesses experience in customer support, cross-team collaboration, and a proactive approach to documentation. Aescape offers a dynamic team culture, opportunities for personal and professional growth, and the chance to contribute to a transformative product.

Requirements

• Experience as a reliable and trusted point of contact for customer inquiries through ticketing systems, phone calls, and chat
• Experience collaborating across teams, including sharing data / insights from customer behavior
• Ability + enthusiasm to become a product expert on the Aescape massage experience, including all customer-facing applications and platforms
• Proficiency in referencing and utilizing a robust knowledge base, including a proactive approach to expanding documentation as Aescape continues to grow
• Ability to work in late night / overnight shifts, including weekends

Responsibilities

• Be a trusted point of contact for customer questions via ticketing system, phone calls, and chat
• Become an expert on the Aescape massage experience, including all of our customer-facing applications / platforms
• Reference our robust knowledge base and help expand documentation as Aescape continues to grow
• Share data and insights from customer interactions across teams to ensure that the voice of our customers informs critical business decisions (including but not limited to: Product, Engineering, Partnerships, Marketing, and Reliability + Quality)

Benefits

• Join a trailblazing tech company anticipated to transform the massage industry
• The chance to make a difference with a product that empowers healthier and happier living
• Team culture driven by passion, ambition, empowerment, inclusion, curiosity, and fun!
• We’ll grow together – your personal and professional growth are equally important
• An environment that empowers individuals, emboldens teams, and rewards achievement