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Salary: USD 50,000 - 70,000 / annual
10Beauty is a robotics startup based in Burlington, MA building the world's first fully autonomous 5-step manicure machine. The company has raised $70M from leading venture and celebrity investors, pre-sold 1,000 machines to iconic brands including Ulta Beauty, Nordstrom, Equinox, and Marriott, and launched its first robot at Ulta Beauty in Everett, MA as of November 2025. The organization is a fast-growing 60+ person team with deep robotics expertise.
You will be the first Customer Support Specialist hire and frontline hero for the customer team. This is an in-person role based in the Burlington, MA office with a rotating evening and weekend support schedule.
**Frontline Customer Support (L1 - Non-Technical)**
Serve as the primary point of contact for customer inquiries via phone, email, and HubSpot. Answer inbound calls and make outbound follow-up calls with friendly, professional, and timely support. Resolve a wide range of issues including account questions, app navigation help, general product questions, and scheduling-related inquiries. Document all calls, emails, and tickets in HubSpot to ensure every customer conversation is tracked and easy to follow up on. Participate in evening and weekend support rotation.
**Inventory & Ordering Management**
Track inventory and keep customer locations supplied. Contribute to supply chain forecasting related to customer product needs.
**Process and Training Development**
Play a key role in building and maintaining the customer support knowledge base and standard operating procedures. Develop and refine support scripts, including phone scripts, within HubSpot to standardize responses and improve efficiency. Support team training and continuously update training materials based on insights from support tickets, customer calls, and evolving product features. Assist in coordinating launch supply chain logistics and training materials for new product rollouts.
**Cross-Functional Collaboration**
Work closely with the Customer Team to ensure a seamless customer journey. Support People Operations needs as required. Collaborate with product, engineering, and sales teams to relay customer feedback and contribute to product improvements. Help cross-functionally with product testing.
**Requirements:**
- 1-2 years of experience in a customer support role, preferably within a consumer-facing or software startup environment
- Experience handling customer calls with a warm, professional, and patient phone manner
- Outstanding communication skills (written and verbal)
- Experience with HubSpot (calls, emails, and tickets) or similar customer support platforms
- Effective inventory management skills
- Exceptional "in the moment" problem-solving abilities, including staying calm and helpful with frustrated customers on the phone
- Availability for evening and weekend support shifts on a rotating basis
- Genuine passion for helping people and creating positive customer experiences
