Customer Experience/Technical Support Specialist

About Fresha

Fresha is an AI-driven operating system built for the beauty, wellness, and self-care sector. It supports a wide range of businesses, from salons and barbers to spas, medspas, fitness studios, and health practices.

Used by millions of customers and businesses across the world, Fresha serves more than 140,000 businesses and 450,000 stylists and professionals, with over 1 billion appointments processed so far. The company is based in London, United Kingdom, and operates 15 offices across North America, EMEA, and APAC.

Through its marketplace, Fresha helps consumers find, book, and pay for local beauty and wellness services. On the business side, it provides an all-in-one platform with software and financial technology tools that help professionals manage operations efficiently.

Its ecosystem supports appointment scheduling, point-of-sale, customer record handling, marketing automation, loyalty programmes, beauty product inventory, and team management. The marketplace also helps partner businesses generate more revenue through online bookings, automated marketing, mobile apps, and integrations with major platforms such as Instagram, Facebook, and Google.

Role overview

Fresha is looking for a skilled B2B Software Support Specialist to join its global SaaS team as it continues to grow. In this position, you will work closely with partners and handle support tickets and conversations across email, voice, live chat, social media, WhatsApp, and SMS.

This role suits someone who enjoys a fast-moving environment, can work independently, and is motivated by solving problems and making a meaningful impact.

What you will do

• Handle support requests and partner communication across multiple channels using HubSpot, while also assisting partners’ clients when needed.
• Diagnose the underlying cause of customer issues, and escalate recurring problems, bugs, and contact trends to your team lead and product teams.
• Use a consultative support style to help partners get maximum value from the platform and strengthen retention.
• Develop practical solutions to partner challenges and spot opportunities to improve the customer experience and support business growth.
• Take ownership of issues and go the extra mile to create an excellent experience for partners.
• Proactively test and investigate issues reported by partners within the software.
• Recreate problems in a test environment and validate potential fixes before moving forward.
• Keep your test account maintained, updated, and ready for reliable product testing.
• Deliver strong performance by building product knowledge, meeting KPIs, and working in line with Fresha’s values.
• Follow the service level agreement and ensure tickets are resolved in a timely manner.
• Own your development by continuously learning and progressing within the CX structure.
• Support colleagues in the customer experience team and contribute to a culture of high performance.
• Help raise the bar across the team by encouraging strong standards and continuous improvement.

What helps you succeed

You should be naturally curious, solution-oriented, and committed to finding the real cause of issues so you can deliver thoughtful answers and creative fixes. A genuine focus on partner satisfaction is important, along with the ability to write clear, high-quality responses in English.

You will also need a technical mindset, comfort with complex software, and the ability to explain how to use the platform with confidence. Success in this role requires adaptability, a willingness to keep learning as the product evolves, and ease with ambiguity and hands-on product testing. A positive attitude, enthusiasm, and openness to feedback are also key.

Inclusivity and equal opportunity

Fresha aims to build a workplace where people from all backgrounds feel welcome and empowered to contribute. Applications are considered fairly, and hiring decisions are made without discrimination based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or other legally protected characteristics applicable in the hiring location.

If you need any accessibility support during the interview process or after joining, the company encourages you to share those requirements so appropriate support can be arranged.

Hiring process note

AI tools may be used to assist parts of the hiring workflow, such as application review, resume analysis, or response assessment. These tools support the recruitment team but do not replace human judgment, and final decisions are made by people. If you want more information about how your data is processed, you may contact the company directly.