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, methodical approach to problem-solving — you investigate thoroughly, document clearly, and follow through. Comfort working independently in a remote environment, with a dedicated quiet workspace during your shift. Familiarity with standard computer operations, including web browsers, email tools, software installation, and basic networking concepts. Availability to work the required schedule as business needs dictate.

Nice to Have

Previous experience using or supporting Phorest software. Experience with point-of-sale software. Familiarity with tools like Zendesk, Slack, or Notion. Experience supporting small business owners. Previous experience mentoring teammates or supporting team development. Benefits 🧘 Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks. 💰 Employees also have access to optional extras, such as a 401(k) and a range of upgraded insurance options. 🤓 Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning. 😎 We like to have fun, build camaraderie through regular social events. 👯 Phorest also encourages Employee Resource Groups, you will have the opportunity to join or champion a club, society, or group. Phorest is an equal opportunities employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.