SaaS Support Specialist

Website Aura Salonware

Aura Salonware - Created & Loved by Salons

About Aura Aura is a technology-driven salon business platform with a built-in growth model that elevates the salon experience for owners, guests, stylists, and staff. Aura was created by the Salon Collective- a united collective of industry-leading salon owners, executives, stylists, educators, and brands. What will I be doing?  Customer Support is critical within the company to ensure we have happy customers who stay with us, grow their business with us, and get value out of our product.  The SaaS Support Specialist will be expected to:

  • Take ownership of the investigation, diagnosis, and resolution of our customer’s technical and customer service-related questions. We own client communication from initial contact until resolution. 
  • Strive to be a product expert in all areas of the product. We pride ourselves on being able to understand each customer’s needs deeply. We believe in empathetic, transparent, and solution-focused support and communication.
  • Advocate for, and be the voice of our clients internally. We engage with and work alongside different teams to provide product feedback and iterate on our processes. We regularly collaborate with different departments within Aura, including our Marketing, Sales, Onboarding, and Development teams to ensure every decision made has our customer in mind. We help test new features, bug fixes, and improvements and provide direct feedback to the teams involved. 

The Specifics:

  • Answer incoming Customer Support queries (approx 25+ per day)
  • Resolving customer problems by phone, email support, or remote connection
  • Becoming a product expert on Aura software
  • Issue reporting, logging, and troubleshooting
  • Escalating issues to internal teams where necessary 

Must-Have Skills:

  • 1-2 Years SaaS Customer Support Experience
  • Exceptional problem-solving skills
  • A genuine passion for speaking to and supporting customers
  • Strong ability to prioritize and manage competing priorities
  • Excellent written and verbal communication skills – you need to take technical language and concepts and make them accessible to our customers
  • Ability to think on your feet and context switch when needed
  • Be thorough, detail-oriented, and self-motivated
  • Ability to work independently, as well as collaboratively
  • Commitment to continuous self-improvement and learning
  • Experience in a troubleshooting environment

Nice to Have:

  • Experience troubleshooting and supporting Cloud Software
  • Knowledge of Zendesk, Slack, and Google Drive
  • Interest in technology and/or the Hair & Beauty Industry
  • 2+ Years in SAAS (Software As A Service) Support Environment 

Benefits: Career development is important to us. We don’t believe in formal dress codes. We prefer business casual. Aura currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D, Short-Term Disability, and wellness perks. We also believe in taking time off for you. We offer 10 paid vacation days, 5 paid sick days, plus 6 paid holidays off per year.

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Aura Salonware

Aura Salonware - Created & Loved by Salons