Product Support Specialist assisting customers via CRM and phone at SmartSense. Resolving inquiries and issues in the IoT space while maintaining performance standards.
About the role
- Customer Experience Specialist at RealSelf, serving as a resource for aesthetic providers. Delivering exceptional customer support through onboarding, offboarding, and inquiries in a hybrid work environment.
Responsibilities
- Frontline support: Respond promptly to provider inquiries across phone, email, and chat channels, ensuring issues are resolved quickly and effectively.
- Onboarding & Offboarding: Support providers through setup and transition processes, ensuring smooth handoffs between Sales, Account Management, and internal teams.
- Sales enablement: Partner with Account Executives and Account Managers to provide customer insights, documentation, and administrative support that strengthens relationships and accelerates growth.
- Customer advocacy: Proactively identify common provider needs, flag issues, and collaborate cross-functionally to improve the overall customer journey.
- Process ownership: Maintain accurate records in CRM and support the creation of scalable documentation for FAQs, workflows, and escalation paths.
- Delight with every interaction: Reinforce RealSelf’s reputation for excellence by consistently providing a professional, empathetic, and solutions-oriented experience.
Requirements
- 2+ years of experience in a customer-facing role (customer support, customer success, sales support, or similar).
- Track record of creating or improving customer processes (onboarding flows, knowledge bases, support playbooks).
- Excellent communication and relationship-building skills; ability to balance professionalism with empathy.
- Highly organized with strong attention to detail; comfortable managing multiple priorities at once.
- Experience with CRM systems (Salesforce, HubSpot, or similar) and ticketing systems (Zendesk, Freshdesk, etc.) a plus.
- Comfortable collaborating with Sales, Customer Success, and Operations teams.
- NYC-based (Hybrid).
Benefits
- Health benefits: We offer comprehensive benefits for medical, dental and vision 100% paid for by RealSelf at the employee level.
- Work-life balance: Enjoy paid time off, including no work on your birthday and Summer Fridays, as well as generous leave options for life events such as becoming a parent.
- 401(k) matching: Plan for the future and take advantage of our 401(k) plan with a company match.
- Treatment reimbursement: At RealSelf, we encourage our team to walk in our audience’s shoes. That’s why we offer a cosmetic treatment reimbursement program to employees who would like to take on a more active role as the consumer.
- Company holidays: We believe in celebrating holidays! Enjoy time off during our 12 company-wide holidays + no work on your birthday!
- Hybrid NYC office: We recognize that there’s no one size fits all with office culture. That’s why we believe in a flexible hybrid schedule for our New York City employees, who can enjoy the benefits of in-person collaboration in our office as well as deep work time while remote at home.
Job title
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Degree requirement
No Education Requirement
Location requirements
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