Customer Support Expert
GlossGenius
Job Overview
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Job Description
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 100,000 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, 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 Monday-Friday from 10-6:30 PM and Tuesday-Friday from 12-8:30 EST and Saturday from 11-7:30 EST.
What You’ll Do as a Customer Support Expert
- 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
- Flexible PTO
- 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 support
- Team Bonding opportunities - as a distributed team, being able to build meaningful bonds both virtually and in person is incredibly important to us! We are constantly evaluating how we accomplish this and currently, teams are given opportunities to gather in person throughout the year
Key skills/competency
- Customer Service
- SaaS Support
- Client Relations
- Issue Resolution
- Product Knowledge
- Customer Satisfaction
- Communication Skills
- Team Collaboration
- Problem Solving
- Customer Retention
How to Get Hired at GlossGenius
- Research GlossGenius's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume: Highlight your customer-facing experience, especially in SaaS, and measurable achievements in customer satisfaction for GlossGenius.
- Showcase communication skills: Prepare to demonstrate excellent written and verbal communication, adapting your style effectively during interviews for this Customer Support Expert role.
- Master product understanding: Familiarize yourself with GlossGenius's business management tools and solutions to articulate how you'd provide one-of-a-kind support.
- Prepare for startup environment questions: Be ready to discuss how you thrive as a self-starter in fast-paced, high-growth settings, relevant to GlossGenius's dynamic nature.
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