Customer Support Expert

undefined ago • 1 Years + • Customer Service • $55,000 PA - $55,000 PA

Job Summary

Job Description

GlossGenius is seeking a Customer Support Expert to provide best-in-class support to small business owners using their platform. This role involves resolving customer issues, building product knowledge, and advocating for the brand through calls, email, and text. The expert will work to understand customer goals, address challenges, and contribute to team objectives like customer acquisition and retention, while identifying opportunities for resource improvement.
Must have:
  • Deliver best-in-class, personalized support to meet high customer satisfaction standards.
  • Work with customers to understand goals and address challenges through effective ticket responses.
  • Master GlossGenius product by answering support tickets primarily via phone and text.
  • Work with a dynamic team to achieve company goals such as customer acquisition and retention.
  • Engage with the team to identify areas of opportunity to improve resources.
  • 1+ year work experience in a customer-facing role, SaaS preferred.
  • Proven record of driving customer satisfaction and meeting or exceeding performance standards.
  • Excellent written and verbal communication skills, adaptable to various communication styles.
  • A strong team player, self-starter thriving in a fast-paced, high-growth start-up environment.
Perks:
  • Competitive health & dental insurance options, with premiums partially covered by GG.
  • Fertility and adoption benefits via Carrot and Kindbody.
  • Generous, fully-paid parental leave policy.
  • 401k benefit - employees are eligible to contribute starting day 1 of employment.
  • Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses.
  • Pre-tax commuter benefits.
  • Dependent Care FSA.
  • Home office stipend.
  • Team Bonding opportunities - annual company retreat for entire team, plus virtual events throughout the year.

Job Details

About GlossGenius

GlossGenius is building an ecosystem enabling entrepreneurs to succeed. We empower small business owners to focus on being creators, not admins, by offering a range of business management tools including booking and scheduling, marketing, analytics, payment processing and much more.

Tens of thousands of small business owners have chosen to rely on GlossGenius every day to run their entire set of business operations. With its powerful, intuitive platform, GlossGenius is some part a fintech company, some part an SMB software company, while its vibrant, distinguished brand makes it some part a consumer company.

About the Role

Our customers are the core of our business and we’re looking for a Customer Support Expert who will support them throughout their entire customer journey! In this role, you’ll build your product knowledge and learn tools to resolve customer issues and become an advocate for the GlossGenius brand. Through calls, email, and text conversations you’ll provide one-of-a-kind support and build strong, long-lasting relationships with our customers.

You can be based anywhere in the continental US and will report to the Customer Support Manager. Please note, the hours for this role are Tuesday-Friday 12PM-8:30PM EST & Saturday 11AM-7:30pm EST.

What You’ll Do

  • Deliver best-in-class, personalized support to meet our high standards for customer satisfaction
  • Work with customers to understand their goals and address their challenges through effective ticket responses
  • Master your understanding of the GlossGenius product by answering support tickets primarily via phone and text
  • Work with a dynamic team to achieve team company goals such as customer acquisition and retention
  • Engage with the team to identify areas of opportunity to improve resources: macros, help center, etc.

What We’re Looking For

  • 1+ year work experience in a customer-facing role, SaaS preferred
  • Proven record of driving customer satisfaction and meeting or exceeding performance standards
  • Excellent written and verbal communication skills, with an ability to adapt to various communication styles
  • A strong team player, a self-starter who thrives in a fast-paced, high-growth start-up environment

Benefits & Perks

  • Competitive health & dental insurance options, with premiums partially covered by GG
  • Fertility and adoption benefits via Carrot and Kindbody
  • Generous, fully-paid parental leave policy
  • 401k benefit - employees are eligible to contribute starting day 1 of employment
  • Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses
  • Pre-tax commuter benefits
  • Dependent Care FSA
  • Home office stipend
  • Team Bonding opportunities - annual company retreat for entire team, plus virtual events throughout the year

The salary for this role is $55,000 + benefits. The base pay range is subject to change and may be modified in the future.

At GlossGenius, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. We believe this benefits not only our employees but our product, customers, and community as well. GlossGenius is proud to be an Equal Opportunity and Affirmative Action Employer.

Personal Information: Notice at Collection for Employees and Applicants

_Agency Submissions

If a resume or applicant is submitted to GlossGenius by a third party without a signed search agreement in place, it will become the property of GlossGenius and no fee will be paid, irrespective of whether the candidate is hired._

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About The Company

GlossGenius is an all-in-one solution that over 90,000 customers within the beauty and wellness industry rely on to manage their critical business needs. We like to think of ourselves as a business-in-a-box solution, tailored to the professionals we serve. Our powerful yet easy-to-use app offers a range of business management tools such as booking and scheduling, advanced marketing, insightful analytics, payment processing, stunning card readers, web hosting – the list goes on. Our mission as a company is to empower small business owners to get back to what they love doing – their creative work – instead of the overwhelming administrative tasks that come with running a business.

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