Aescape is looking for a Support Specialist who is passionate about delivering exceptional service to customers and seeks to operate with autonomy to best solve issues. This role serves as a critical conduit within the company and demands the ability to seamlessly shift between various inbound channels (ticketing system, phone calls, chat) while managing customer expectations with poise. The person in this role will be empowered with robust documentation and best practices, and the right candidate must be capable of handling a wide scope of scenarios, including escalated interactions and technical troubleshooting. If this sounds like you, we’d love to hear from you!

This role is part time, remote and based in Mexico City

Aescape is the NY-based lifestyle robotics company redefining self-care.

We announced the world's first commercially available, fully automated AI-powered massage experience with Equinox in March — and this is only the beginning. We are in a period of rapid growth, launching our category-transforming product throughout 2024 with global leaders in hospitality, wellness, sports and fitness.

Backed by $80M in funding from investors like Valor Equity Partners (an early investor in Tesla and SpaceX), we've assembled a team of top talent across connected hardware and fitness from industry giants like Amazon, Apple, Peloton, Tonal, Uber, The New York Knicks, and more to bring people and robotics together for better living.

In less than 48 hours since announcing our launch and partnership, publications like WIRED, Fast Company, Popular Science, Sports Business Journal, Fortune and Now This News have covered our news, with remarkable enthusiasm.

What You’ll Do

As a Support Specialist at Aescape you will

• Be a trusted point of contact for customer questions via ticketing system, phone calls, and chat.

• Become an expert on the Aescape massage experience, including all of our customer-facing applications / platforms.

• Reference our robust knowledge base and help expand documentation as Aescape continues to grow.

• Share data and insights from customer interactions across teams to ensure that the voice of our customers informs critical business decisions (including but not limited to: Product, Engineering, Partnerships, Marketing, and Reliability + Quality).
  

What You’ll Bring

• Experience as a reliable and trusted point of contact for customer inquiries through ticketing systems, phone calls, and chat.

• Experience collaborating across teams, including sharing data / insights from customer behavior.

• Ability + enthusiasm to become a product expert on the Aescape massage experience, including all customer-facing applications and platforms.

• Proficiency in referencing and utilizing a robust knowledge base, including a proactive approach to expanding documentation as Aescape continues to grow.

• Ability to work in late night / overnight shifts, including weekends.

What’s In It For You

• Join a trailblazing tech company anticipated to transform the massage industry.

• The chance to make a difference with a product that empowers healthier and happier living.

• Team culture driven by passion, ambition, empowerment, inclusion, curiosity, and fun!

• We’ll grow together – your personal and professional growth are equally important.

• An environment that empowers individuals, emboldens teams, and rewards achievement.

Begin Your Aescape Career Journey

At Aescape, we're on a mission to redefine self-care for a better world, and we're seeking trailblazers to join us on this journey. We're inspired by individuals who are passionate, driven, and eager to learn. We value diverse perspectives and resourceful, determined individuals who are committed to making a difference. At Aescape, we empower people to reach their full potential, just as our product empowers better living. If you're ready to innovate, create, and make a meaningful impact, we want you on our team.

YOUR JOURNEY. YOUR AESCAPE.