Technical Customer Support Representative

Why Vagaro? At Vagaro, we believe in fostering a collaborative and inclusive work environment where every team member can thrive. Our culture is built on innovation, continuous learning, and a passion for making a positive impact. We support our employees' growth and vision for themselves, offering opportunities for professional development and career advancement. Join us and be part of a team that values creativity, teamwork, and a commitment to excellence. Plus, we know how to have fun while getting the job done!

What You’ll Be Doing:
We're seeking enthusiastic, customer-focused problem-solvers to join our team as Technical Support Agents. In this role, you'll troubleshoot SaaS applications and hardware add-ons while recommending Vagaro products and features that help our customers get more out of the platform. If solving problems and driving growth both appeal to you, Vagaro could be your next exciting opportunity!

*This is an onsite position based in Pleasanton, CA.*

Compensation: 

• Base Hourly Wages: $24.00 - $30.00
  
• Bonus Structure: Quarterly, Up to 12%

Your Impact:

• Meet upsell targets by identifying customer needs during support interactions and recommending relevant Vagaro features
• Provide reliable and effective support for the Vagaro web platform, associated hardware, and billing inquiries
• Troubleshoot, resolve, and document customer issues via phone, chat, and email
• Work within service level goals and guidelines in a high-volume support center
• Replicate and escalate issues to the appropriate internal Vagaro team
• Draft support content and customer resources as needed
• Become a subject matter expert on the Vagaro platform and related support tools
• Serve as a main point-of-contact for technical escalations and specific Vagaro product features
• Assist team members and other Vagaro staff to reach KPIs and goals
• Other duties as assigned.

What You Bring:

• Proven reliability and teamwork skills
• Expertise in troubleshooting web applications, common browsers, and basic hardware issues on PC, Mac, iOS, and Android platforms
• Ability to provide detailed public-facing and internal case notes
• Strong written and verbal communication skills, with a typing speed of over 50 WPM
• Minimum of two years’ front-line, high-volume support/call center experience
• Ability to work within common support metric goals and KPIs, e.g., SL, ASA, AHT
• Experience in SaaS support, with fast mastery of the Vagaro platform, including hardware
• Patience, empathy, and the ability to defuse difficult situations
• Flexibility to work on holidays
• Must be able to work at least one weekend shift
• Must be able to work any 8-hour shift with a start time between 5:00am and 1:30pm

What Sets You Apart:

• Experience with CRM tools (e.g., Zendesk) and IVRs
• Support experience in the health, beauty, and wellness industries
• Prior save and retention experience in a support organization
• Knowledge of HTML/XML and page source troubleshooting, specifically with widget code

• Attractive Compensation & Performance Bonuses: Enjoy a competitive salary paired with performance-based bonuses
• Generous Vacation & Sick: 15 accrued days, plus 10 company holidays annually.
• Health & Wellness: Comprehensive healthcare, dental, and vision plans for you and your family. 🏥
• Exclusive Perks: Discounts on attractions, theme parks, shows, sports events, movies, hotels, and more through Tickets At Work and LifeMart. 🎟️
• Beauty Perks: $30/month reimbursement for any Vagaro service, including health, beauty, or wellness treatments. 💅
• Food Perks: $50 monthly stipend for our onsite microkitchen and a complimentary DoorDash DashPass subscription. 🍽️
• Growth Opportunities: College Assistance Reimbursement, access to EAP & Work/Life Programs, and a LinkedIn Learning account to master new skills. 📚
• Financial Security: 401k program with 4% matching and optional life/supplemental insurance. 💰
• Stay Active: Access to our on-site gym, flavored water dispenser, and basketball court to keep you fit and energized! 🏀

Equal Opportunity Employer:
Vagaro is proud to be an Equal Employment Opportunity and affirmative action employer. We foster an inclusive environment where individuals are evaluated without discrimination based on gender, race, ethnicity, age, disability, religion, sexual orientation, gender identity, veteran status, or any other characteristics protected by law.

Pay Transparency:

In accordance with California pay transparency requirements, the full salary range for this position is listed. Placement within the range is based on qualifications, experience, and business needs. New hires are not typically brought in at the top of the posted range.

Privacy Policy:
Your privacy matters! At Vagaro, we are committed to protecting your personal information. Before proceeding with your application, please review our Employee and Applicant Privacy Notice here. By submitting your application, you acknowledge that you have read and understood our Privacy Notice, which outlines how we collect, use, disclose, and protect your information during the recruitment and employment process.

Vagaro is an E-Verify employer. Learn more at www.e-verify.gov

Learn More About Vagaro:
Visit us at vagaro.com/pro and vagaro.com to learn more.