Esthetician Support Specialist - Face Reality Skincare

About Face Reality:

Face Reality Skincare was created with one goal: to give people clear skin and confidence. With over 50 million people suffering from the physical and emotional toll of acne, we made it our mission to develop an effective way to achieve clear skin through adaptive, expert guidance by trained estheticians and premium formulas that use only tested, safe ingredients. We are dedicated to giving not just real results but celebrating people and their skin at every part of their journey. Face Reality is experiencing very high, multi-year growth, and expects to continue this growth for years to come.  We're seeking outstanding people who can help contribute to and lead this growth.

Our Core Values

Integrity, Inclusive, Collaborative, Adaptive, Accessible

Our supportive business model ensures that everyone has a clear path to success and growth. We foster an inclusive space in which people are valued for who they are and are encouraged to collaborate to see goals fully realized. Fostering an open, honest culture gives us the opportunity to achieve greater trust internally and externally. Remaining flexible and adaptive allows us to remain responsive to the ever-changing world. Doing right, even if it is difficult, is of the utmost importance.

Esthetician Support Specialist

Position Overview:

This candidate (who is a Licensed Esthetician) will work side by side with our Account Onboarding Specialist and will be the point of contact for our professional estheticians in the field.  This position requires a flexible problem- solver who is eager to expand their knowledge in account management, customer support, professional skincare, and wholesale operations. This is currently an individual contributor role in a high-growth company. This is a Hybrid position where you would work on-site in Danville Tuesdays-Thursdays.

Responsibilities:

• Developing and maintaining positive relationships with Acne Experts by operating as the first point of contact for our estheticians in the field and providing them with superior customer support related to our adaptive treatments. 
• Moderating the professional Facebook group, phone lines, and email to provide customer support and assistance to our network of professional estheticians. Direct communications with individuals in the Facebook group to address specific needs. 
• Troubleshooting client inquiries, client treatment/product inquiries, and other questions regarding product knowledge, specifications, etc. 
• Ensuring that all account holders are executing with comprehension of product knowledge and procedures. 
• Partnering with our onsite marketing team, lead esthetician, and clinic estheticians to provide customer service and educational support. 
• Internal administrative support to the business development team as needed. 

Skills Needed:

• Quick and accurate information processing.
• Ability to handle routine customer transactions and work under time constraints.
• Analytical skills to evaluate results and defuse escalated customers effectively.
• Excellent communication skills.
• Multitasking, prioritization, and effective time management.
• Strong reasoning skills and a willingness to learn new skills.

Requirements & Qualifications:

• 3+ years of experience in account management or customer service in direct-to-consumer or online wholesale business.
• Experience in a fast-paced business support role with a sense of urgency and the ability to manage a high volume of inquiries.
• Strong organizational skills and multitasking.
• Esthetics License required, with a genuine interest in professional skincare and education.
• minimum of 1-2 years of treatment room experience doing hands on facial treatments
• Ability to adhere to daily metrics like call handle time, response time, and quality scores.

At Face Reality, you will have an opportunity to:

• Partake in and contribute to a high-growth brand journey.
• Be part of a high-performing growing team. 

Salary: $29-$33 an hour plus yearly bonus and full benefits package