Esthetician Support Specialist

About the role

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

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

Onboarding and Training

• 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

Real-Time Support

• Serve as frontline support for Acne Experts by promptly answering inbound calls and inquiries, troubleshooting issues, and providing clear,accuratesolutions across phone, email, and support channels

Customer Engagement

• Engage with Acne Experts through approved community channels, including the Pro Facebook group, by responding to questions, providing guidance, and reinforcing best practices

Sales Collaboration

• Collaborate with the sales team as needed to support a smooth customer experience, ensuring Acne Experts receiveaccurateinformation and appropriate handoffsupport when necessary

Issue Resolution

• Investigate and resolve protocol, product, treatment, and system-related inquiries. Partner with IT, digital product, or internal teams when escalation is required,maintainingownership through resolution

Systems & Tools

• Utilize Zoho, Shopify,Learn Worlds, Microsoft 365 Products and other internal systems to manage inbound requests, track cases, document interactions, andmaintainaccuraterecords. Develop systemproficiencyquickly to support efficient issue resolution and reporting

Product & Protocol Knowledge

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

Educational Support

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

Documentation

• Maintainaccurateandtimelydocumentation in internal systems, including case notes, data entry, reporting, and related records

Success in this role isdemonstratedby 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 ofprotocol and product questions, anddemonstratestrong working knowledge of Face Reality systems, including Zoho and Shopify. A successful AEST is reliable, responsive, and takes ownership of issues through resolution whilemaintainingaccuratesystem documentation.

• Esthetics License required, with a genuine interest in professional skincare andongoingeducation
• 1+years of experience incustomersupport, client service, call center, or similar customer-facing role preferred, with comfort handling inbound inquiries and real-time problem solving.
• Minimum 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…