Customer Support Expert

About GlossGenius

GlossGenius is an AI-powered platform designed to enhance the operations of service businesses, enabling over 100,000 clients to increase revenue and dedicate more time to their core work. Our innovative system assists businesses in acquiring more clients, boosting profit per appointment, and fostering client loyalty, effectively handling tasks that owners might otherwise struggle to manage. Businesses utilizing GlossGenius process billions in annual payments and experience a 65% revenue increase through GlossGenius Payments by expanding ticket size, encouraging rebookings at checkout, and reducing processing fees.

About the Role

Our customers are central to our success, and we are seeking a Customer Support Expert to guide them through their entire journey with GlossGenius. This position offers an opportunity to deepen your product knowledge and acquire skills to effectively resolve customer issues, acting as a brand ambassador for GlossGenius. By engaging with customers via phone, email, and text, you will deliver exceptional support and cultivate strong, enduring customer relationships. This role can be based anywhere in the continental US and reports to the Customer Support Manager. Please note, the working hours for this position are either Monday-Friday from 10:00 AM to 6:30 PM EST, Monday-Friday from 12:00 PM to 8:30 PM EST, or Tuesday-Friday from 12:00 PM to 8:30 PM EST and Saturday from 11:00 AM to 7:30 PM EST.

What You’ll Do

• Provide personalized, top-tier support to consistently meet our high customer satisfaction benchmarks.
• Collaborate with customers to understand their objectives and address their challenges through effective responses to support tickets.
• Develop comprehensive expertise in the GlossGenius product by managing support tickets primarily through phone and text channels.
• Contribute to a dynamic team environment, working towards collective goals such as customer acquisition and retention.
• Actively participate in team discussions to identify opportunities for enhancing resources like macros and the help center.
• Utilize AI tools to optimize ticket resolution, elevate response quality, and uncover insights that drive continuous improvement in support standards.

What We’re Looking For

• A minimum of one year of experience in a customer-facing role, preferably within a SaaS environment.
• A demonstrated history of achieving high customer satisfaction and meeting or exceeding performance metrics.
• Exceptional written and verbal communication abilities, with the capacity to adapt to diverse communication styles.
• A collaborative team player and proactive self-starter adept at thriving in a fast-paced, high-growth startup setting.
• Proficiency and comfort in using AI-powered tools to enhance efficiency, such as drafting responses, finding relevant information, or identifying customer issue patterns. We seek individuals who view AI as a valuable enhancement to genuine human interaction.

Benefits & Perks

• Comprehensive health and dental insurance options, with GlossGenius contributing to premium costs.
• Access to fertility and adoption benefits through our partners, Carrot and Kindbody.
• A generous, fully-paid parental leave policy.
• Eligibility for 401k contributions from the first day of employment.
• An annual stipend for professional development, covering approved learning and educational expenses.
• Pre-tax commuter benefits.
• Dependent Care Flexible Spending Account (FSA).
• A stipend for home office setup.
• Opportunities for team building, including an annual company-wide retreat and regular virtual events.

Additional Information

The starting base salary for this position ranges from $55,000 to $60,000 annually, in addition to benefits. Please note that this salary range is subject to change and may be updated in the future. GlossGenius is committed to fostering a diverse and inclusive workplace where all employees feel supported and empowered. We believe this commitment benefits our employees, our product, our customers, and our community. GlossGenius is proud to be an Equal Opportunity and Affirmative Action Employer. By providing your phone number, you consent to receiving SMS messages from GlossGenius regarding your application and interview process. Message and data rates may apply. Reply STOP to opt out. Personal Information: Notice at Collection for Employees and Applicants. Agency Submissions: Resumes or applicants submitted by third parties without a signed search agreement will become GlossGenius property, and no fee will be paid, regardless of hiring. GlossGenius may employ automated tools, including AI and machine learning systems, to aid in evaluating applicant qualifications and suitability for positions. These tools may be used alongside human review at various recruitment stages, including application screening, skills assessments, and interviews. Final hiring decisions will always involve human oversight and will not be made solely by AI tools.