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 Method TM , 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 confidentl