This is a fully remote position, open to applicants in Mexico.

• Act as a reliable point of contact for customer inquiries via ticketing systems, phone calls, and chat.

• Develop expertise in the Aescape recovery experience along with customer-facing applications and platforms.

• Utilize the knowledge base and contribute to expanding documentation as Aescape continues to grow.

• Share insights and data from customer interactions with teams in Product, Engineering, Partnerships, Marketing, and Reliability + Quality.

• Employ internal tools to diagnose and resolve unit issues in the field through guided workflows remotely.

• Collaborate effectively across engineering, partner management, and field service teams.

• Foster relationships with existing partners and encourage new partners to join Aescape.

• Minimum of 1 year of experience in customer support through ticketing systems, phone, and chat.

• Proven experience in collaborating with teams and sharing insights derived from customer behavior.

• Passion and capability to become a product expert on the Aescape massage experience and related customer-facing applications and platforms.

• Skilled in referencing and utilizing a comprehensive knowledge base, with a proactive attitude towards enhancing documentation.

• Comfortable learning and using command-line or script-based tools; previous experience is advantageous but not mandatory.

• Willingness to work late night or overnight shifts, including weekends.

• Authorized to work in Mexico without restrictions.

• 100% employer-funded healthcare coverage for employees, with generous options for eligible dependents.

• Flexible time off policy.

• Quarterly Wellness Days to promote well-being.

• Generous parental leave benefits.

• Budget for home office setup.

• Annual stipend dedicated to professional development.

• Complimentary Aescape recovery sessions for you, your friends, and family.

• Potential for a discretionary annual bonus.

Support Specialist

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