Customer Support Agent

#### **Hiring Location** This is a **remote** position. We are accepting applications from candidates in the following locations for this exciting opportunity: * **USA:** Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Utah * **Canada**: Ontario, Quebec #### **About Phorest** Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion\-dollar company. We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster. #### **About Phorest** Phorest powers over 11,000 hair, beauty, and medi\-spa businesses globally with software designed to help them grow, manage their teams, and deliver exceptional client experiences. Our ambition is bold: to capture 25% of the global market — that’s one million salons and a billion\-dollar company. As we continue to grow, we’re looking for talented, customer\-focused people to help us support our clients and scale Phorest faster. #### **The Opportunity** **Schedule:** Monday–Friday or Tuesday–Saturday, 12:30 PM–9:00 PM EST We’re looking for a **Customer Support Agent** to join our growing North American Support team. In this role, you’ll be the first point of contact for salon, spa, and medi\-spa owners and their teams. You’ll help clients troubleshoot software issues, answer product questions, and guide them through everyday workflows — making sure every interaction leaves them feeling heard, supported, and confident. This is a great opportunity for someone who loves problem\-solving, enjoys working in a fast\-paced environment, and cares about helping small businesses succeed. #### **What You’ll Do** * Respond to incoming calls, live chats, and emails from Phorest clients, resolving issues quickly and effectively wherever possible. * Diagnose and troubleshoot software questions, from day\-to\-day workflows to printer setup and basic network configuration. * Use remote\-access tools to support clients through technical issues in a clear, calm, and helpful way. * Build strong product knowledge across the Phorest platform so you can guide clients with confidence. * Escalate more complex or critical issues to senior support teams with clear, thorough documentation. * Act as the voice of the customer by sharing product feedback, recurring issues, and feature requests internally. * Collaborate with Support, Product, and Engineering teams to ensure client issues are resolved fully and efficiently. #### **Who you are** * Experience in the salon, spa, or medi\-spa industry, or at least one year in a technical support or customer service role where you directly resolved client issues. * Strong written and verbal communication skills, with the ability to explain technical concepts in plain language. * A calm, m