About Phorest

Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion-dollar company.

We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.

The Opportunity

The L2 Customer Support Agent is a critical escalation point for L1 support, responsible for resolving complex customer issues that frontline agents cannot handle. This role requires deeper product knowledge, stronger troubleshooting skills, and close collaboration with engineering and product functions to ensure a high-quality resolution and uphold customer satisfaction.

What You'll Do

Advanced Troubleshooting & Triage

• Investigate and reproduce complex customer problems escalated from L1 in staging/test environments.

• Analyse error logs, backend dashboards, or product metrics to diagnose root causes and use internal tools to dig into user data or platform events.

• Triage escalations and determine if further, accurate escalation to L3 (engineering) is required.

• Review prior ticket history, logs, and system configurations to inform investigation.

Communication & Cross-Functional Collaboration

• Provide high-quality, clear, and empathetic communication (both written and verbal) to customers, even when delivering difficult or technical news.

• Communicate complicated technical information in an easy to understand way to our clients, and also to L1 agents when explaining resolutions to issues they have escalated.

• Deliver updates with realistic timelines and resolution expectations.

• Liaise with other teams (L3, Grow, Feature Activation, Ops) to find common solutions for unhappy clients.

• Occasionally join customer calls, particularly with high-value or escalated accounts.

Team Development & Advocacy

• Act as a mentor for newer members of the Support team.

• Spot knowledge gaps with L1 agents and keep Team Leads informed.

Who You Are

• Support Experience: Strong performance in L1 Role and 2+ years Support experience.

• Feedback & Growth: Ability to both deliver and receive feedback openly.

• Coaching: Leadership qualities/capabilities and ability to act as a mentor.

• Resilience & Focus: Ability to manage multiple issues simultaneously without sacrificing quality.

• Analytical Thinking: Analytical thinking and pattern recognition for complex troubleshooting.

• Software Tools: Familiarity with support tools like Zendesk, Slack, or Jira.

• Empathy: Patience and empathy in communication

• Attention to Detail: Highly detail oriented

• Difficult Communication: Ability to deliver difficult news to clients calmly and compassionately.

• Technical Skills: Strong technical abilities and deep Phorest Product knowledge.

Benefits

🧘Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, and an employee assistance program.

💰As part of our Financial Wellbeing, we provide competitive Compensation, and an Employee Share Purchase Scheme.

🦸‍♀️We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.

🍼We care for your family and provide Enhanced Maternity and Paternity Benefits. 

🌳We grow our own timber! We provide a great learning environment and extensive development opportunities. We run development programs and provide access to many online resources including LinkedIn learning.

🏠Moving house? Phorest employees get 3 moving days.

Phorest is an equal opportunity employer. For this position, flexi-time and working from home is possible. We are also open to remote work. Get in touch to ask for more information or to chat about your future with Phorest!

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.