Customer Support – Voice

Job Description:

• Answer incoming calls professionally
• Assist clients with questions and provide accurate information on salon services, pricing, availability, policies, and promotions
• Schedule, reschedule, confirm, and cancel appointments
• Match clients with the appropriate stylist, technician, service, and available time slot
• Use salon booking, scheduling, POS, CRM, and customer-management software to update appointments, client profiles, notes, service history, and other customer information
• Deliver warm, professional, and personalized customer support
• Address customer concerns, complaints, and service issues with patience and professionalism
• Assist clients in selecting appropriate treatments, stylists, or service options
• Conduct appointment confirmations, follow-up calls, reminders, and customer outreach to reduce no-shows and encourage repeat bookings
• Capture new customer information, respond to inquiries, track le, and ensure prospective clients receive timely follow-up
• Maintain accurate records and process basic customer or payment-related information as applicable
• Communicate with salon staff regarding client needs
• Escalate complex issues to management when necessary

Requirements:

• 2+ years of experience in customer service, call center, receptionist, appointment-setting, or a similar voice-based role
• Beauty, hair, spa, or salon industry experience strongly preferred
• Hands-on experience with salon booking/POS platforms such as Fresha, Boulevard, Mindbody, Vagaro, GlossGenius, Phorest, Square Appointments, or similar systems
• Excellent English communication skills with a warm, polished, and professional phone presence
• Ability to confidently communicate with a diverse range of clients
• Comfortable working with CRM systems, appointment scheduling platforms, POS systems, email, spreheets, and other salon/business software
• Ability to learn new systems quickly
• Highly organized, detail-oriented, reliable, and capable of managing multiple calls, appointments, customer requests, and follow-ups while maintaining a positive customer experience

Benefits:

• Competitive salary
• Opportunity to shape the HR function of a rapidly growing BPO
• Work closely with a team of industry leaders who have successfully scaled BPOs in the past
• Career growth and development opportunities