Customer Support Expert

2 weeks ago

Canada GlossGenius, Inc. Full time

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, 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 and can work from anywhere in Canada. Please note, the hours for this role could be Monday- Friday 10:00am-8:00pm EST or Tuesday-Saturday, 11:00pm-7:00pm EST.

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
  • Generous 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
  • One-time home office stipend
  • Team Bonding: 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

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.

What are your preferred working hours? *

The hours for this role could be Monday- Friday 10:00am-8:00pm EST or Tuesday-Saturday, 11:00am-7:00pm EST. Are you comfortable with both of these shifts? *

Have you worked in a live phones customer support role before? *

In a few lines, please describe what makes you excited about working at GlossGenius. *

What interests you about working in customer experience? *

Are you legally authorized to work in Canada? *

Do you now or will you in the future require sponsorship for work authorization in Canada? *

We're a high-growth startup looking to work with ambitious people with a history of exceptional performance. In two paragraphs or less, please share a specific example where you went above and beyond. *

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