Customer Support Expert
GlossGenius · Flexible / Remote
About this job
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 100,000 small business owners rely on GlossGenius every day to run their entire set of business operations, combining fintech, SMB software, and consumer company features into a single powerful platform.
We are looking for a Customer Support Expert to support our users throughout their entire customer journey. In this remote role based anywhere in the continental US, you will build product knowledge, resolve customer issues, and become an advocate for the GlossGenius brand by delivering one-of-a-kind support through calls, email, and text conversations. Please note that the scheduled hours for this position are Tuesday through Friday from 12:00 PM to 8:30 PM ET, and Saturday from 11:00 AM to 7:30 PM ET.
Key responsibilities include:
- 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 company goals such as customer acquisition and retention.
- Engage with the team to identify areas of opportunity to improve resources, including macros and the help center.
We are looking for candidates with:
- 1+ year of work experience in a customer-facing role, with SaaS experience preferred.
- A 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 mindset and a self-starter attitude who thrives in a fast-paced, high-growth start-up environment.
Compensation and benefits for this role include a starting salary of $55,000, competitive health and dental insurance options with partially covered premiums, fertility and adoption benefits via Carrot and Kindbody, generous fully-paid parental leave, and a 401(k) benefit allowing employee contributions starting on day one. Additional perks feature a professional development yearly stipend, pre-tax commuter benefits, a dependent care FSA, a home office stipend, and team bonding opportunities including an annual company retreat and virtual events.
GlossGenius is proud to be an Equal Opportunity and Affirmative Action Employer, committed to creating an inclusive workplace where all employees feel supported and empowered.
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