Customer Support – Voice

September 28, 2026

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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 leads, 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, spreadsheets, 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

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