Remote opportunity at
MoxiePH - Support Specialist
Moxie operates a remote-first team dedicated to helping aesthetic entrepreneurs establish profitable and independent practices across the United States. To support over 700 nationwide practices, the…
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About This Role
Moxie operates a remote-first team dedicated to helping aesthetic entrepreneurs establish profitable and independent practices across the United States. To support over 700 nationwide practices, the organization seeks a Support Specialist to act as a unified front door for inquiries. In this role, you will transition the company away from ad hoc support by managing a live ticket queue, handling general, billing, and basic technical questions, and reducing the escalation…
Job Description
Moxie operates a remote-first team dedicated to helping aesthetic entrepreneurs establish profitable and independent practices across the United States. To support over 700 nationwide practices, the organization seeks a Support Specialist to act as a unified front door for inquiries. In this role, you will transition the company away from ad hoc support by managing a live ticket queue, handling general, billing, and basic technical questions, and reducing the escalation burden on specialist teams. Working alongside internal transfers and new hires, you will utilize tooling such as Intercom, Concierge, and FIN AI to triage issues, maintain service level agreements, and deliver clear written answers to practice owners.
This position is suited for professionals with a background in customer support who excel at learning software platforms deeply and exercising sound triage judgment. Throughout your first year, you will independently resolve recurring questions, address operational pain points, manage a distinct portion of the queue, and help newer colleagues ramp up. Moxie values individuals who act as owners, move with speed and care, and simplify processes daily.
Responsibilities
- Manage an existing ticket queue independently across general, billing, and basic technical inquiries
- Triage incoming requests and route issues outside your scope using the established escalation matrix and Tier 0 through Tier 2 structure
- Take ownership of a real operational pain point such as a documentation gap, backlog category, or recurring bottleneck within the first quarter
- Manage a defined portion of the support queue end to end with minimal oversight by month six
- Decrease the volume of escalated tickets sent to specialist teams through improved documentation and FIN AI content
- Contribute to service level agreement tracking and visibility for tickets reaching Tier 2 subject matter experts
- Collaborate with Engineering, Marketing, and Account Management teams while mentoring newer staff members
Requirements
- Experience working in customer support, specifically within a SaaS or software environment
- Experience handling multiple types of questions concurrently across a live ticket queue
- Familiarity with support tooling and AI-assisted support platforms like Intercom or Zendesk
- Strong written communication skills capable of explaining technical and billing matters in plain language
Core Skills
Benefits
- Competitive salary
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, Moxie operates as a remote-first team.
What is the employment type?
The posting specifies full-time employment.
What is the salary for this role?
The salary is competitive, though an exact figure or range is not stated in the job posting.
Sample Interview Questions
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