PH - Support Specialist

At Moxie, we empower ambitious aesthetic entrepreneurs to build profitable, independent practices—without burnout, overwhelm, or guesswork. In just a few years, we've grown from an idea to a global, remote-first team now supporting 700+ practices nationwide. Our purpose is simple: to unlock sustainable success for aesthetic entrepreneurs, at every stage of their journey. ## **Support Specialist** We're looking for a Support Specialist to help Moxie move from siloed, ad hoc support to a unified front door for every practice. You'll field general, billing, and technical questions so that Engineering, Marketing, and Account Managers can focus on the work that needs their expertise. As we grow past 700 practices, you play a key part in making sure support quality holds steady while volume climbs. You'll join a support team being built through a mix of internal transfers and new hires, working across Tier 0, Tier 1, and Tier 2 with our Concierge, FIN AI, and Intercom tooling. You'll inherit an existing ticket queue and escalation matrix, partner with Tier 2 subject matter experts in functional teams, and help shape the triage standards that every new teammate ramps into. ## **Our Objectives for the Role** - **Resolve the full range of questions independently.** Within three months you're ramped onto the ticket queue and independently resolving a meaningful share of recurring general, billing, and basic technical questions without escalating, using the Tier 0/1/2 structure and escalation matrix to route anything outside your scope. - **Fix one real pain point in your first quarter.** Take ownership of an existing issue in the support process, such as a backlog category, a documentation gap, or a recurring escalation bottleneck, and deliver a fix or measurable improvement. - **Own a slice of the queue end to end.** By month six you manage a defined portion of the support queue, across general, billing, and technical tickets, with minimal oversight. - **Reduce the load on specialist teams.** Through better FIN AI content, documentation, and your own judgment calls, you cut the number of questions in your area that need escalation, and you contribute to SLA tracking and visibility for tickets that reach Tier 2. - **Help the team scale by month nine.** You're a fully ramped teammate that newer hires and transfers rely on, you can point to lower ticket volume reaching specialist teams, faster resolution times, and higher practice satisfaction, and you contribute to the roadmap for what to automate next and how the team divides ownership as it grows. ## **We're Looking For** - Experience in customer support, ideally in a SaaS or software environment, handling more than one type of question across a live ticket queue - **Comfort learning a product deeply.** You can learn the core workflows of a software platform well enough to answer general, billing, and basic technical questions without handing them off, and you know when a question truly needs a specialist. - **Sound triage judgment.** You can read a ticket, decide whether to resolve, deflect, or escalate, and route it to the right tier with the context the next person needs. - **Experience with support tooling and AI-assisted support.** You've worked in Intercom, Zendesk, or a similar platform, and you have a point of view on how an AI agent like FIN and good documentation reduce the tickets a human has to touch. - **Clear, warm written communication.** You explain billing and technical issues to practice owners and their teams in plain language, and your answers are consistent no matter who else picks up the ticket. - **An improvement mindset.** You notice gaps in documentation, process, or expectations, flag them to your manager or Lead, and follow through on a fix instead of working around them. - **Collaborative by default.** You build relationships across the support team and with Tier 2 SMEs in Engineering, Marketing, and Account Management, and you enjoy helping teammates who are newer than you get up to speed. This is not a role for someone who wants to work only one ticket category or hand off anything unfamiliar; you'll be expected to build range across general, billing, and technical support. ## **Why Join Us?** - You help build a unified front door for support at a company serving more than 700 practices, and the standards you help set become the standard for every new teammate. - A team in motion, with internal transfers and new hires joining together, so there's real room to shape how ownership is split as we grow. - Direct exposure to every part of the business through partnership with Tier 2 SMEs in Engineering, Marketing, and Account Management, plus modern tooling (Intercom, FIN AI, and Concierge) built around deflection. - A clear path from ramped teammate to go-to mentor, with your process improvements adopted team-wide. - Above all, we're in this to empower small business owners to own and grow their businesses. If you succeed, Med Spas will remain the opportunity for independent owner-operators instead of being dominated by a small number of large chains. If that speaks to you, speak to us. - Competitive salary. At Moxie, we believe in creating a workplace where everyone feels valued, trusted, and included. Our team lives by our values: **act as owners, give more than we take, move with speed and care, and simplify and learn every day.** We welcome people of all backgrounds, experiences, and perspectives to apply. If you require any accommodations to fully participate in the interview process, please let us know, we’re happy to assist.