Customer Support Specialist - Mountain Time (MT) / Pacific Time (PT)

Mangomint Inc.

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• Respond to customer inquiries primarily via chat and occasionally via phone, ensuring timely, accurate, and empathetic support for Mangomint’s salon and spa software users.
• Troubleshoot technical issues reported by customers and provide step-by-step solutions to resolve software-related problems efficiently.
• Continuously expand product knowledge and industry expertise in salon and spa operations to deliver expert-level support and build customer trust.
• Collaborate cross-functionally with product, engineering, and success teams to escalate, track, and resolve recurring technical issues reported by customers.
• Document common customer issues, solutions, and workarounds to improve internal knowledge bases and reduce resolution times across the support team.
• Proactively follow up with customers to ensure satisfaction, prevent churn, and enhance long-term retention through personalized service.
• Work a consistent Monday–Friday schedule from 9am–6pm Pacific Time (PT) or Mountain Time (MT), aligning with customer availability in those time zones.
• Maintain high standards of communication by delivering clear, concise, and professional written responses tailored to diverse customer backgrounds.
• Embrace a self-directed, “I’ll figure it out” mindset while also knowing when to ask for help and leverage team resources.
• Contribute to a collaborative, remote-first culture by actively participating in team communication, feedback loops, and occasional in-person gatherings.
• Demonstrate genuine care for customers by treating all interactions with respect, kindness, and cultural sensitivity.
• Identify patterns in customer feedback to help inform product improvements and customer success initiatives.
• Adapt quickly to evolving product features, updates, and support workflows in a fast-paced SaaS startup environment.
• Maintain accurate records of customer interactions and resolutions within the company’s CRM and support ticketing systems.

🎯 Requirements

• Minimum of 1 year experience in a software support position
• Ability to learn quickly and adopt an “I’ll figure it out” attitude while also asking questions when needed
• Strong written communication skills
• Ability to work autonomously and collaborate effectively within a remote team
• Thrive when tackling complex challenges under pressure
• Genuine passion for connecting with people from diverse backgrounds with respect and kindness

🏖️ Benefits

• Health, dental, vision, life, and LTD insurance
• Generous monthly wellness budget for gym memberships, yoga, and similar activities
• Premium subscription to the Calm app
• One Medical membership
• Flexible and unlimited PTO
• 401k plan available (no matching)
• Employee stock option program

Skills & Technologies

Remote

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Mangomint Inc.

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About Mangomint Inc.

Cloud-based software platform designed for salon, spa, and wellness businesses. Provides appointment scheduling, point-of-sale, inventory management, staff management, client communications, and automated marketing tools. Integrates with payment processors, accounting systems, and online booking channels. Aims to streamline operations and increase revenue for independent and multi-location beauty and wellness businesses through an all-in-one business management solution.

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