Customer Experience Specialist (NYC) at RealSelf

About RealSelf:For two decades, RealSelf has been the trusted authority in the aesthetics space. Now, we're evolving into a dynamic digital ecosystem that puts consumers at the center of their aesthetic journey. As the only destination combining verified patient experiences, board-certified expert guidance, and cutting-edge technology, RealSelf empowers millions to make confident, informed decisions about their aesthetic goals.Role Overview:We are seeking a proactive, customer-obsessed Customer Experience Specialist to deliver a seamless, white-glove experience for our providers. In this role, you’ll serve as the go-to resource for inbound inquiries, onboarding, offboarding, and general account support. You’ll be on the front-lines and customer facing working closely with Account Executives, Account Managers and our Ops team to ensure every provider interaction is handled with speed, professionalism, and a smile. This is a customer-facing role that requires strong communication, organization, and problem-solving skills. You’ll balance daily responsiveness with process improvements that elevate the provider journey end-to-end.



Key Responsibilities:

Frontline support: Respond promptly to provider inquiries across phone, email, and chat channels, ensuring issues are resolved quickly and effectively.

Onboarding & Offboarding: Support providers through setup and transition processes, ensuring smooth handoffs between Sales, Account Management, and internal teams.

Sales enablement: Partner with Account Executives and Account Managers to provide customer insights, documentation, and administrative support that strengthens relationships and accelerates growth.

Customer advocacy: Proactively identify common provider needs, flag issues, and collaborate cross-functionally to improve the overall customer journey.

Process ownership: Maintain accurate records in CRM and support the creation of scalable documentation for FAQs, workflows, and escalation paths.

Delight with every interaction: Reinforce RealSelf’s reputation for excellence by consistently providing a professional, empathetic, and solutions-oriented experience.

Requirements:

2+ years of experience in a customer-facing role (customer support, customer success, sales support, or similar).

Track record of creating or improving customer processes (onboarding flows, knowledge bases, support playbooks).

Excellent communication and relationship-building skills; ability to balance professionalism with empathy.

Highly organized with strong attention to detail; comfortable managing multiple priorities at once.

Experience with CRM systems (Salesforce, HubSpot, or similar) and ticketing systems (Zendesk, Freshdesk, etc.) a plus.

Comfortable collaborating with Sales, Customer Success, and Operations teams.

NYC-based (Hybrid).

Bonus Qualities:

Experience in aesthetics, healthcare, SaaS, or marketplace businesses.

Startup or fast-growth company background.

Perks & Benefits:

You’ll work alongside our inspiring world-class team to create content and build products that connect and empower millions of people around the world, wherever they may be on their aesthetics journey.

Health benefits: We offer comprehensive benefits for medical, dental and vision 100% paid for by RealSelf at the employee level.

Work-life balance: Enjoy paid time off, including no work on your birthday and Summer Fridays, as well as generous leave options for life events such as becoming a parent. 

401(k) matching: Plan for the future and take advantage of our 401(k) plan with a company match.

Treatment reimbursement: At RealSelf, we encourage our team to walk in our audience’s shoes. That’s why we offer a cosmetic treatment reimbursement program to employees who would like to take on a more active role as the consumer. 

Company holidays: We believe in celebrating holidays! Enjoy time off during our 12 company-wide holidays + no work on your birthday!

Hybrid NYC office: We recognize that there’s no one size fits all with office culture. That’s why we believe in a flexible hybrid schedule for our New York City employees, who can enjoy the benefits of in-person collaboration in our office as well as deep work time while remote at home. 

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