Associate Customer Support Representative; Beauty

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Associate Customer Support Representative (Beauty)

Day Smart is a provider of business management software that specializes in providing scheduling and workflow solutions to businesses around the world. We provide award-winning business software to thousands of users in a variety of industries.

Day Smart Beauty is a trusted partner to salons, spas, and tattoo studios, delivering innovative, cloud-based business management solutions backed by more than 20 years of industry expertise.

We’re actively growing our Day Smart Beauty Support team to strengthen our omni-channel coverage and deliver exceptional support when and how our customers need it most. This role is ideal for someone who thrives in a phone-first, fast paced support environment, enjoys solving problems in real time, and is confident guiding customers through Day Smart Beauty’s software with clarity and warmth.

You’ll primarily work a Monday–Friday schedule, with rotating weekend and holiday coverage as part of a collaborative team, ensuring consistent, high-quality support across phone, chat, and email. As we continue to build and evolve our support model, this role offers the opportunity to make a meaningful impact on both the customer experience and how our support operations grow.

• Provide superior customer service to Day Smart customers via phone, chat, and email.
• Field trouble‑shooting questions with an emphasis on inbound/outbound phone channels, chat, and email regarding networking, hardware, additional software services, reporting discrepancies, etc. for a wide range of customer skill levels.
• Field general use questions about our software and additional services.
• Train customers on how to utilize our software, features, and additional services such as email marketing, text reminders, phone applications, and online booking websites.
• Assist in exporting existing customer data for our database conversion team and assist in importing the converted data into the customer’s software.
• Participate in daily departmental meetings communicating recent customer’s issues and concerns.
• Communicate possible software bugs and customer‑specific database issues to senior teammates and management.
• Special projects assigned as needed (e.g., mobile app testing, beta version testing, customer follow‑up in response to reviews, database conversion, etc.)
• Ability to be on call on holidays and weekends.

• Must be available to work a standard 8‑hour shift during the hours of 9 AM EST to 9 PM EST Monday through Saturday.
• Holiday coverage.

• Proficient in using Windows and Microsoft Office Suite.
• Prior technical support experience (ideally in the SaaS space).
• 1 year of experience in a customer‑facing role providing support via phone, chat, and/or email.
• Must be available to provide weekend and holiday support on a rotating on‑call schedule.
• Excellent written and verbal communication skills.
• Strong problem‑solving skills.
• Ability to adapt quickly.

• Tinkering mindset.
• Ability to work on Saturday.
• Former Geek Squad or similar experience.
• Eagerness to learn and grow.
• Passion for helping others.
• Passion for technology.

Salary: The pay rate for this role is $20.20 per hour, payable bi‑weekly. This position is non‑exempt.

• Competitive salary and benefits including medical, dental, vision, HSA, FSA, and more!
• 401k plan with company match on your contributions.
• Open PTO and a generous paid holiday schedule.
• Supportive work environment with the flexibility to work where/how you want – in‑office, remote, or hybrid.
• Opportunities to ensure you are always learning and growing.

This will be a US‑based position. We offer flexible work arrangements including fully remote, in person or hybrid opportunities. For those looking to work in…