Esthetician Support Specialist

About the Role

The Esthetician Support Specialist is crucial for facilitating seamless onboarding, ongoing support, and long‑term success of our Acne Experts utilizing Face Reality’s Clear Skin Method treatments. By delivering exceptional customer service, demonstrating strong and growing protocol knowledge, and resolving issues in real time, this position helps ensure a consistent, high‑quality experience for our Acne Expert community while supporting operational efficiency. This is a hybrid position working 8 am‑4:30 pm out of our Danville office Tuesday‑Thursday and remotely Mondays and Fridays.

Please note this position is not eligible for visa sponsorship. Candidates must have authorization to work in the US without current or future sponsorship.

• Support the onboarding of new Acne Experts by reinforcing protocol adherence, system usage, and effective application of Face Reality’s Clear Skin Method. Identify and help close knowledge gaps through real‑time guidance and follow‑up.

• Serve as frontline support for Acne Experts by promptly answering inbound calls and inquiries, troubleshooting issues, and providing clear, accurate solutions across phone, email, and support channels.
• Engage with Acne Experts through approved community channels, including the Pro Facebook group, by responding to questions, providing guidance, and reinforcing best practices.
• Collaborate with the sales team as needed to support a smooth customer experience, ensuring Acne Experts receive accurate information and appropriate hand‑off support when necessary.
• Investigate and resolve protocol, product, treatment, and system‑related inquiries. Partner with IT, digital product, or internal teams when escalation is required, maintaining ownership through resolution.

• Utilize Zoho, Shopify, Learn Worlds, Microsoft 365 Products and other internal systems to manage inbound requests, track cases, document interactions, and maintain accurate records. Develop system proficiency quickly to support efficient issue resolution and reporting.

• Build and maintain a strong working knowledge of Face Reality products and treatment protocols, with an expectation of increasing independence and confidence over time.

• Support ongoing education efforts by reinforcing existing resources, updates, and best practices shared by the education, marketing, and clinic teams.

• Maintain accurate and timely documentation in internal systems, including case notes, data entry, reporting, and related records.

Success in this role is demonstrated by the ability to quickly ramp and confidently support Acne Experts in real time. Within the first 90 days, the Esthetician Support Specialist is expected to independently handle inbound calls and inquiries, accurately address the majority of protocol and product questions, and demonstrate strong working knowledge of Face Reality systems, including Zoho and Shopify. A successful candidate is reliable, responsive, and takes ownership of issues through resolution while maintaining accurate system documentation.

• Esthetics license required, with a genuine interest in professional skincare and ongoing education.
• 1+ years of experience in customer support, client service, call center, or similar customer‑facing role preferred, with comfort handling inbound inquiries and real‑time problem solving.
• 1–2 years of hands‑on facial treatment experience in a treatment room environment.
• Demonstrated ability to troubleshoot and resolve issues effectively during phone‑based interactions.
• Foundational knowledge of skincare protocols, with acne treatment experience preferred.
• Strong verbal and written communication skills, with confidence speaking on the phone.
• Comfort learning and using internal systems and tools (Zoho experience preferred).
• Excellent organizational skills with the ability to multitask, prioritize, and manage time effectively in a fast‑paced environment.
• Ability to work toward and adhere to daily performance expectations, including call handling,…