Job Description: 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.

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 Canada and will report to the Customer Support Manager. Please note, the hours for this role are Tuesday-Saturday 11 AM - 7:30 PM 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 and 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 covered by GG.
• Generous, fully-paid parental leave policy.
• Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses.
• 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.

Company Culture

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.