What is Vagaro?
Vagaro is revolutionizing the wellness and beauty industries with innovative cloud-based software and payment solutions that empower business owners to thrive. Our all-in-one business management platform and powerful online marketplace serve over 85,000+ businesses across the United States, Canada, UK, and Australia.

What You’ll Be Doing:
We’re seeking enthusiastic, customer-focused problem-solvers to join our team as Technical Support Agents. If you’re experienced in troubleshooting SaaS applications and hardware add-ons and enjoy helping customers, Vagaro could be your next exciting opportunity!

*This is an onsite position based in Pleasanton, CA.*

Why You’ll Love Working Here:

Attractive Compensation & Performance Bonuses: Enjoy a competitive salary paired with performance-based bonuses
Generous PTO: 15 accrued days, including 9 company holidays annually
Growth Opportunities: College Assistance Reimbursement, access to our EAP & Work/Life Program, and a LinkedIn Learning account to master new skills
Financial Security: 401k program with 4% matching and optional life/supplemental insurance
Health & Wellness: Comprehensive healthcare, dental, and vision plans for you and your family
Exclusive Perks: Discounts, special offers, and preferred seating for top attractions, theme parks, shows, sports events, movies, hotels, and more through TicketsAtWork
Beauty Perks: Receive $30/month reimbursement for any Vagaro service, including health, beauty, or wellness treatments
Food Perks: Enjoy a $50 monthly stipend for our onsite microkitchen, offering light meals, snacks, and beverages, plus a complimentary DoorDash DashPass subscription for all your local food delivery needs
Stay Active: Take advantage of our on-site gym, flavored water dispenser, and basketball court to stay fit and energized

Your Impact:

Provide reliable and effective support for the Vagaro web platform, associated hardware, and billing inquiries
Troubleshoot, resolve, and document customer issues via phone, chat, and email
Work within service level goals and guidelines in a high-volume support center
Replicate and escalate issues to the appropriate internal Vagaro team
Draft support content and customer resources as needed
Become a subject matter expert on the Vagaro platform and related support tools
Serve as a main point-of-contact for technical escalations and specific Vagaro product features
Assist team members and other Vagaro staff to reach KPIs and goals

What You Bring:

Proven reliability and teamwork skills
Expertise in troubleshooting web applications, common browsers, and basic hardware issues on PC, Mac, iOS, and Android platforms
Ability to provide detailed public-facing and internal case notes
Strong written and verbal communication skills, with a typing speed of over 50 WPM
Minimum of two years’ front-line, high-volume support/call center experience
Ability to work within common support metric goals and KPIs, e.g., SL, ASA, AHT
Experience in SaaS support, with fast mastery of the Vagaro platform, including hardware
Patience, empathy, and the ability to defuse difficult situations
Flexibility to work on weekends and holidays

What Sets You Apart:

Experience with CRM tools (e.g., Zendesk) and IVRs
Support experience in the health, beauty, and wellness industries
Prior save and retention experience in a support organization
Knowledge of HTML/XML and page source troubleshooting, specifically with widget code

Equal Opportunity Employer:
Vagaro is proud to be an Equal Employment Opportunity and affirmative action employer. We foster an inclusive environment where individuals are evaluated without discrimination based on gender, race, ethnicity, age, disability, religion, sexual orientation, gender identity, veteran status, or any other characteristics protected by law.

Privacy Policy:
Your privacy matters! At Vagaro, we are committed to protecting your personal information. Before proceeding with your application, please review our Employee and Applicant Privacy Notice here. By submitting your application, you acknowledge that you have read and understood our Privacy Notice, which outlines how we collect, use, disclose, and protect your information during the recruitment and employment process.

Learn More About Vagaro:
Visit us at vagaro.com/pro and vagaro.com to learn more.

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