Esthetician Support Specialist

About Face Reality:

Face Reality Skincare was created with one goal: to give people clear skin for good. With over 50 million people experiencing the physical and emotional toll of acne each year in the US, we made it our mission to develop an effective way to achieve clear skin through our clinically verified Clear Skin MethodTM, an adaptive method combining in-clinic treatments from certified skincare professionals, personalized at home product routines and lifestyle guidance. We are dedicated to giving not just real results but celebrating people and their skin at every part of their journey.

Our Core Values

Integrity, Inclusion, Collaboration, Adaptability, Accessibility

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.

About the role

The Esthetician Support Specialist is crucial in facilitating seamless onboarding, ongoing support, and long-term success of our Acne Experts utilizing Face Reality's Clear Skin Method treatments. By delivering exceptional customer service, demonstrating strong and growing protocol knowledge, and resolving issues in real time during daily interactions, this position helps ensure a consistent, high-quality experience for our Acne Expert community while supporting operational efficiency. This position is a Hybrid position working 8am-4:30pm out of our Danville office Tuesday - Thursday and remotely Mondays and Fridays. *Please note this position is not eligible for visa sponsorship. Candidates must have authorization to work in the US without current or future sponsorship.

Key Responsibilities:

Onboarding and Training

• Support the onboarding of new Acne Experts by reinforcing protocol adherence, system usage, and effective application of Face Reality's Clear Skin Method. Identify and help close knowledge gaps through real-time guidance and follow-up

Real-Time Support

• Serve as frontline support for Acne Experts by promptly answering inbound calls and inquiries, troubleshooting issues, and providing clear, accurate solutions across phone, email, and support channels

Customer Engagement

• Engage with Acne Experts through approved community channels, including the Pro Facebook group, by responding to questions, providing guidance, and reinforcing best practices

Sales Collaboration

• Collaborate with the sales team as needed to support a smooth customer experience, ensuring Acne Experts receive accurate information and appropriate handoff support when necessary

Issue Resolution

• Investigate and resolve protocol, product, treatment, and system-related inquiries. Partner with IT, digital product, or internal teams when escalation is required, maintaining ownership through resolution

Systems & Tools

• Utilize Zoho, Shopify, LearnWorlds, Microsoft 365 Products and other internal systems to manage inbound requests, track cases, document interactions, and maintain accurate records. Develop system proficiency quickly to support efficient issue resolution and reporting

Product & Protocol Knowledge

• Build and maintain a strong working knowledge of Face Reality products and treatment protocols, with an expectation of increasing independence and confidence over time

Educational Support

• Support ongoing education efforts by reinforcing existing resources, updates, and best practices shared by the education, marketing, and clinic teams

Documentation

• Maintain accurate and timely documentation in internal systems, including case notes, data entry, reporting, and related records

What Success Looks Like:

Success in this role is demonstrated by the ability to quickly ramp and confidently support Acne Experts in real time. Within the first 90 days, the Esthetician Support Specialist is expected to independently handle inbound calls and inquiries, accurately address the majority of protocol and product questions, and demonstrate strong working knowledge of Face Reality systems, including Zoho and Shopify. A successful AEST is reliable, responsive, and takes ownership of issues through resolution while maintaining accurate system documentation.

Qualifications and Skills Needed:

• Esthetics License required, with a genuine interest in professional skincare and ongoing education
• 1+ years of experience in customer support, client service, call center, or similar customer-facing role preferred, with comfort handling inbound inquiries and real-time problem solving.
• Minimum 1-2 years of hands-on facial treatment experience in a treatment room environment.
• Demonstrated ability to troubleshoot and resolve issues effectively during phone-based interactions.
• Foundational knowledge of skincare protocols, with acne treatment experience preferred.
• Strong verbal and written communication skills, with confidence speaking on the phone.
• Comfort learning and using internal systems and tools (Zoho experience preferred).
• Excellent organizational skills with the ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Ability to work toward and adhere to daily performance expectations, including call handling, responsiveness, documentation quality, and accuracy

At Face Reality you will have the opportunity to:

• Partake in and contribute to a high-growth brand journey
• Be part of a high performing growing team
• Contribute to executing initiatives across professional channels

Physical Demands:

• Must be able to lift and carry objects weighing up to 25 pounds
• Ability to stand, walk, and bend for extended periods
• Excellent hand-eye coordination and manual dexterity
• Ability to move around the office including stooping, crouching, and/or kneeling to troubleshoot issues
• Must possess a valid driver's license and have a clean driving record
• Ability to perform repetitive tasks with accuracy and attention to detail
• Must be able to communicate effectively in verbal and written form
• Comfortable lifting, pushing, and pulling equipment and materials
• Comfortable using a computer, keyboard, and mouse

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Salary: $31-$33 per hour plus yearly bonus and full benefits package