Customer Support Lead

Bootcamp Training Our bootcamp training program At Aesthetix Media, Every New Team Member — Regardless Of Experience Level — Goes Through Our Comprehensive Bootcamp Training Program. You'll Receive Hands‑on Training In 1GoHighLevel Platform Mastery — Full walkthrough of our CRM, including client dashboards, automation workflows, reporting, and communication tools 2Client Onboarding Process — Step-by-step procedures for setting up new accounts, configuring campaigns, and delivering a world-class first impression 3Ticket Management & Escalation Procedures — How we triage, prioritize, and resolve client issues using structured workflows and SLAs 4Med Spa Industry Fundamentals — Understanding the treatments, patient journey, and business operations that our clients deal with daily 5Internal Communication Standards — How we communicate with clients (tone, response time, follow-up cadence) and when to elevate to account management or leadership Hands‑on from week one Who We're Looking For The right fit for this role Desired Education Bachelor's degree in Business Administration, Communications, Healthcare Administration, or a related field. Requirements 2+ years of experience in customer support, client success, or account management Experience with CRM and helpdesk platforms (GoHighLevel, Zendesk, Intercom, or similar) Strong understanding of digital marketing deliverables and campaign timelines Ability to manage and train a small support team Experience in healthcare, aesthetics, or agency environments is a strong plus Qualities Service-First Mindset You genuinely care about client outcomes and take ownership of every issue until it is fully resolved Calm Under Pressure You handle frustrated clients and competing priorities with poise, never letting urgency compromise quality Proactive Problem-Solver You anticipate issues before they are escalated and build processes to prevent recurring problems Natural Leader You lead by example, mentor teammates, and raise the bar for the entire support experience What You'll Do Core responsibilities 01Handle inbound client inquiries via email, phone, and live chat, providing timely and accurate responses 02Manage and prioritize support tickets, ensuring all issues are resolved within SLA targets 03Lead the client onboarding process, coordinating with delivery teams to ensure seamless account setup 04Create and maintain support documentation, SOPs, and FAQ resources for both clients and internal team members 05Train and mentor junior support team members on tools, processes, and communication standards 06Serve as the primary escalation point for complex client issues, coordinating resolutions across departments 07Monitor client satisfaction through regular check-ins and feedback collection 08Identify recurring client pain points and work with product and delivery teams to implement systemic improvements 09Generate weekly support reports covering ticket volume, resolution time, and client satisfaction scores 10Manage the client knowledge base and ensure all articles are current and accurate 11Coordinate with account executives on client health and retention risks Compensation Negotiable, based on experience. We reward specialists who go deep. #J-18808-Ljbffr