Customer Support Expert

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. 

Over 70,000 small business owners have chosen to rely on GlossGenius every day to run their entire set of business operations. Joining its powerful, intuitive platform with its vibrant, distinguished brand, GlossGenius is the ideal combination of a fintech, SMB software, and consumer company all in one.

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, text conversations and more, you’ll prove one-of-a-kind support and build strong, long-lasting relationships with our customers. 

You will report to our Customer Support Manager. This role is a remote position and can be based anywhere in the continental United States. For candidates based in the NYC area, we are operating in a hybrid environment (Tuesdays & Thursdays in-office). Please note, the hours for this role could be Monday-Friday 9:30am-6:00pm EST/EDT or Tuesday-Friday and Saturday, with the Tuesday-Friday hours being either 9:30am-6pm EST/EDT or 12pm-8:30pm EST/EDT and the Saturday hours being 11am-7:30pm EST/EDT.

What You’ll Do

• Master your understanding of the GlossGenius product by answering support tickets primarily via phone and text 
• Work with customers to understand their goals and challenges in order to deliver faster product value through effective ticket responses
• Deliver best-in-class, personalized support to meet our high standards for customer satisfaction 
• 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 

• Generous PTO
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