Customer Support Lead

Aesthetix Media; Indianapolis (IN); On-site; USD 45,000 - 65,000; Full time

Job summary

Aesthetix Media in Indianapolis offers a comprehensive Bootcamp Training program for new teammates. You’ll gain hands-on CRM mastery, client onboarding, ticket management, industry fundamentals, and professional communication standards.

The program emphasizes hands-on work from week one, with growth opportunities in customer success and account management as you progress through the bootcamp. This is a full-time role based in the Indianapolis area.

Qualifications

• 2+ years in customer support, client success, or account management.
• Experience with CRM and helpdesk platforms (GoHighLevel, Zendesk, Intercom, or similar).
• Strong understanding of digital marketing deliverables and campaign timelines.
• Ability to manage and train a small support team.
• Experience in healthcare, aesthetics, or agency environments is a strong plus.

Responsibilities

• Handle inbound client inquiries via email, phone, and live chat, with timely responses.
• Manage and prioritize support tickets, ensuring SLA targets are met.
• Lead client onboarding, coordinating with delivery teams for seamless setup.
• Create and maintain support documentation, SOPs, and FAQ resources.
• Train and mentor junior team members on tools, processes, and standards.
• Serve as escalation point for complex client issues across departments.
• Monitor client satisfaction with regular check-ins and feedback.
• Identify recurring pain points and work with product/delivery to improve.
• Generate weekly reports on ticket volume, resolution time, and CSat.
• Maintain client knowledge base articles for accuracy.
• Coordinate with account executives on client health and retention risk.

Skills

Customer support experience

People management

Digital marketing knowledge

Healthcare/aesthetics experience

Education

Bachelor's degree in Business Administration, Communications, Healthcare Administration, or related field

Tools

GoHighLevel

Zendesk

Intercom

Job description

Bootcamp Training

Our bootcamp training program

At Aesthetix Media, Every New Team Member — Regardless Of Experience Level — Goes Through Our Comprehensive Bootcamp Training Program. You'll Receive Hands‑on Training In

• 1GoHighLevel Platform Mastery — Full walkthrough of our CRM, including client dashboards, automation workflows, reporting, and communication tools
• 2Client Onboarding Process — Step-by-step procedures for setting up new accounts, configuring campaigns, and delivering a world-class first impression
• 3Ticket Management & Escalation Procedures — How we triage, prioritize, and resolve client issues using structured workflows and SLAs
• 4Med Spa Industry Fundamentals — Understanding the treatments, patient journey, and business operations that our clients deal with daily
• 5Internal Communication Standards — How we communicate with clients (tone, response time, follow-up cadence) and when to elevate to account management or leadership

Hands‑on from week one

Who We're Looking For

The right fit for this role

Desired Education

Bachelor's degree in Business Administration, Communications, Healthcare Administration, or a related field.

Requirements

• 2+ years of experience in customer support, client success, or account management
• Experience with CRM and helpdesk platforms (GoHighLevel, Zendesk, Intercom, or similar)
• Strong understanding of digital marketing deliverables and campaign timelines
• Ability to manage and train a small support team
• Experience in healthcare, aesthetics, or agency environments is a strong plus

Qualities

Service-First Mindset

You genuinely care about client outcomes and take ownership of every issue until it is fully resolved

Calm Under Pressure

You handle frustrated clients and competing priorities with poise, never letting urgency compromise quality

Proactive Problem-Solver

You anticipate issues before they are escalated and build processes to prevent recurring problems

Natural Leader

You lead by example, mentor teammates, and raise the bar for the entire support experience

What You'll Do

Core responsibilities

• 01Handle inbound client inquiries via email, phone, and live chat, providing timely and accurate responses
• 02Manage and prioritize support tickets, ensuring all issues are resolved within SLA targets
• 03Lead the client onboarding process, coordinating with delivery teams to ensure seamless account setup
• 04Create and maintain support documentation, SOPs, and FAQ resources for both clients and internal team members
• 05Train and mentor junior support team members on tools, processes, and communication standards
• 06Serve as the primary escalation point for complex client issues, coordinating resolutions across departments
• 07Monitor client satisfaction through regular check-ins and feedback collection
• 08Identify recurring client pain points and work with product and delivery teams to implement systemic improvements
• 09Generate weekly support reports covering ticket volume, resolution time, and client satisfaction scores
• 10Manage the client knowledge base and ensure all articles are current and accurate
• 11Coordinate with account executives on client health and retention risks

Compensation

Negotiable, based on experience.

We reward specialists who go deep.