Technical Customer Support Representative

• Provide reliable and effective support for the Vagaro web platform, associated hardware, and billing inquiries

• Troubleshoot, resolve, and document customer issues via phone, chat, and email

• Work within service level goals and guidelines in a high-volume support center

• Replicate and escalate issues to the appropriate internal Vagaro team

• Draft support content and customer resources as needed

• Become a subject matter expert on the Vagaro platform and related support tools

• Serve as a main point-of-contact for technical escalations and specific Vagaro product features

• Assist team members and other Vagaro staff to reach KPIs and goals

• Other duties as assigned.

We're seeking enthusiastic, customer-focused problem-solvers to join our team as Technical Support Agents. If you're experienced in troubleshooting SaaS applications and hardware add-ons and enjoy helping customers, Vagaro could be your next exciting opportunity!, + Proven reliability and teamwork skills

• Expertise in troubleshooting web applications, common browsers, and basic hardware issues on PC, Mac, iOS, and Android platforms

• Ability to provide detailed public-facing and internal case notes

• Strong written and verbal communication skills, with a typing speed of over 50 WPM

• Minimum of two years' front-line, high-volume support/call center experience

• Ability to work within common support metric goals and KPIs, e.g., SL, ASA, AHT

• Experience in SaaS support, with fast mastery of the Vagaro platform, including hardware

• Patience, empathy, and the ability to defuse difficult situations

• Flexibility to work on holidays

• Must be able to work at least one weekend shift

• Must be able to work any 8-hour shift with a start time between 5:00am and 1:30pm

What Sets You Apart:

• Experience with CRM tools (e.g., Zendesk) and IVRs

• Support experience in the health, beauty, and wellness industries

• Prior save and retention experience in a support organization

• Base Hourly Wages: $24.00 - $30.00, + Attractive Compensation & Performance Bonuses: Enjoy a competitive salary paired with performance-based bonuses

• Generous Vacation & Sick: 15 accrued days, plus 10 company holidays annually.

• Health & Wellness: Comprehensive healthcare, dental, and vision plans for you and your family.

• Exclusive Perks: Discounts on attractions, theme parks, shows, sports events, movies, hotels, and more through Tickets At Work and LifeMart.

• Beauty Perks: $30/month reimbursement for any Vagaro service, including health, beauty, or wellness treatments.

• Food Perks: $50 monthly stipend for our onsite microkitchen and a complimentary DoorDash DashPass subscription.

• Growth Opportunities: College Assistance Reimbursement, access to EAP & Work/Life Programs, and a LinkedIn Learning account to master new skills.

• Financial Security: 401k program with 4% matching and optional life/supplemental insurance.

• Stay Active: Access to our on-site gym, flavored water dispenser, and basketball court to keep you fit and energized!

Why Vagaro? At Vagaro, we believe in fostering a collaborative and inclusive work environment where every team member can thrive. Our culture is built on innovation, continuous learning, and a passion for making a positive impact. We support our employees' growth and vision for themselves, offering opportunities for professional development and career advancement. Join us and be part of a team that values creativity, teamwork, and a commitment to excellence. Plus, we know how to have fun while getting the job done!