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Salary: MXN 36,000 - 43,000 / monthly
Aescape is a New York-based robotics and AI company transforming human recovery through intelligent, precision bodywork. The company powers recovery across leading fitness, hospitality, and wellness environments including Equinox, Life Time, Marriott, Hilton, Four Seasons, and others, backed by Valor Equity Partners, BroadLight Capital, and Mecha Ventures.
As a Support Specialist, you will be the trusted point of contact for customer inquiries across ticketing systems, phone, and chat. You'll become an expert on the Aescape recovery experience and all customer-facing applications and platforms. Key responsibilities include diagnosing and remotely resolving unit issues in the field using internal tooling and guided workflows, referencing and expanding the knowledge base as the company grows, and sharing customer insights and data across teams including Product, Engineering, Partnerships, Marketing, and Reliability & Quality to inform critical business decisions.
You'll collaborate cross-functionally with engineering, partner management, and field service teams to maintain high-quality support across the growing fleet and strengthen relationships with current partners. This role offers the opportunity to develop technical knowledge and technical support skills while owning the company's reputation and customer impact.
Required qualifications include 1+ years of customer support experience across ticketing systems, phone, and chat; ability to collaborate across teams and share customer behavior insights; enthusiasm to become a product expert; proficiency in referencing and expanding documentation; comfort learning command-line or script-based tools (prior experience a plus); and ability to work late night/overnight shifts including weekends.
Benefits include 100% employer-paid healthcare coverage with generous dependent coverage, flexible time off, quarterly wellness days, generous parental leave, home office budget, annual professional development stipend, and complimentary Aescape recovery sessions for employees, friends, and family.
