Job description
Our Story:
Unlocking the Ageless Revolution for Patients and Practices:
With 1.5 million users, over $1 billion in revenue, and ranking among the Top 200 apps globally, RepeatMD is leading the charge.
Fresh off our Series A, we’re expanding into new verticals.
Today, as a B2B SaaS company in the Aesthetics and Wellness Industry, we proudly serve 3,000+ clients across all 50 states—and we’re just getting started on going global.
We are looking for those who are passionate to join our mission!
Our Story
Unlocking the Ageless Revolution for Patients and Practices:
With 2 million users, over $2 billion in client revenue generated, and ranking among the Top 200 apps globally, RepeatMD is leading the charge as we expand into new verticals.
Today, as a B2B SaaS company in the Aesthetics and Wellness industry, we proudly serve 4,000+ practices across all 50 states and Canada. We are looking for passionate people to join our mission!
About the Role
We’re looking for a Senior Support Specialist to join our growing team. You’ll be the first line of defense for our clients—delivering timely, accurate, and empathetic support across Messenger, email, and phone.
Your role will be to ensure clients feel heard, supported, and confident in using RepeatMD. You’ll triage requests, resolve straightforward issues, escalate complex cases to the right teams, and act as the voice of the customer by surfacing insights that help us continuously improve.
If you love solving problems, thrive in a fast-paced SaaS environment, and are motivated by helping clients succeed, this role is for you.
What You’ll Do
Deliver top-tier support for clients via Messenger, email, and phone
Triage requests and escalate complex issues with full context and urgency
Ensure consistent documentation in support tools (Salesforce, Intercom, Notion)
Maintain high standards of customer satisfaction and professionalism
Surface common themes or patterns to inform help center content and workflows
Partner with Support, Product, and Engineering to close the loop on client issues
Act as the voice of the customer, sharing feedback and insights internally
What Success Looks Like
First Response Time: ≤ 2 hours during business hours
Resolution Time (Standard Tickets): ≤ 3 business days on average
Customer Satisfaction (CSAT): ≥ 93%
Accurate Triage Rate: ≥ 97%
Daily Ticket Throughput: ≥ 20 tickets/day
What We’re Looking For
1–2 years in Customer Success, Support, or related client-facing roles
Clear and confident written and verbal communication skills
Experience with support platforms (e.g., Intercom, Salesforce)
Ability to multitask and prioritize in a fast-paced environment
Strong problem-solving and triage abilities
Familiarity with SaaS environments is a plus
What We Offer
Competitive salary
Employee Bonus Plan
Medical, Dental, Vision, and 401k through Justworks
Stock options
Parental leave (12 weeks maternity, 4 weeks paternity)
Annual performance reviews
Training and development programs
Pet-friendly office stocked with snacks
Hybrid work model (NYC preferred)
Compensation
Total compensation for this role ranges from $65K–$75K annually. The package includes base salary, benefits, and/or other applicable incentive compensation.
Equal Opportunity Employer
RepeatMD values diversity of thought and experience and encourages candidates from all backgrounds, abilities, and perspectives to apply.
RepeatMD is an Equal Opportunity Employer. We highly value diversity of thought and experience at our company and encourage people of all backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.
