Support Specialist

Aescape is looking for a Support Specialist who can deliver exceptional customer support, with the care and problem solving abilities to boost customer satisfaction and maintain a high level of quality across our ever growing fleet. You’ll be collaborating cross functionally with engineering, partner management, and field service as we continue to nourish our relationships with current partners and motivate others to join us. This is an amazing opportunity for you to own the progress of our company reputation and impact, while developing your technical knowledge and technical support skills.

This role is fully remote in Mexico City or Guadalajara.

What You’ll Do

• Be a trusted point of contact for customer questions via ticketing system, phone calls, and chat.
• Become an expert on the Aescape recovery experience, including all of our customer-facing applications / platforms.
• Reference our robust knowledge base and help expand documentation as Aescape continues to grow.
• Share data and insights from customer interactions across teams to ensure that the voice of our customers informs critical business decisions (including but not limited to: Product, Engineering, Partnerships, Marketing, and Reliability + Quality).
• Use internal tooling to diagnose and remotely resolve unit issues in the field, following guided workflows.

What You’ll Bring

• 1+ years of customer support experience across ticketing systems, phone, and chat.
• Experience collaborating across teams, including sharing data / insights from customer behavior.
• Enthusiasm and ability to become a product expert on the Aescape massage experience, including all customer-facing applications and platforms.
• Proficiency in referencing and utilizing a robust knowledge base, including a proactive approach to expanding documentation as Aescape continues to grow.
• Comfort learning and using command-line or script-based tools; prior experience is a plus but not required — we'll train you.
• Ability to work in late night / overnight shifts, including weekends.

What’s In It For You

• Join a trailblazing robotics and AI company building the future of recovery.
• The chance to make a difference with a product that empowers healthier and happier living.
• Team culture driven by passion, ambition, empowerment, inclusion, curiosity, and fun!
• 100% employer-paid healthcare coverage for employees with generous coverage for eligible dependents.
• Flexible time off.
• Quarterly Wellness Days - everyone fully unplugs.
• Generous parental leave.
• Home office budget.
• Annual stipend for professional development.
• Complimentary Aescape recovery sessions for yourself, friends & family.