Technical Support Lead

3 days ago

Toronto, Canada GlossGenius Full time

**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 fin-tech company, some part an SMB software company, while its vibrant, distinguished brand makes it some part a consumer company.**:
**About The Role**:
**GlossGenius is looking for a customer-obsessed Technical Support Lead to prevent and resolve user issues, serve as an escalation point for all teams within the customer support organization and optimize our operational processes. In this role, you'll interact directly with customers and collaborate closely with our Product and Engineering teams. You will be based remotely in Canada and report to the Technical Support Manager.
***
**What You'll Do**:

- Collaborate with the Product and Engineering teams to test new features and share customer feedback on new and existing features
- Troubleshoot and resolve technical issues by filing, managing, and evaluating bugs and improvements with engineering teams and third parties
- Work to recover and build back trust with impacted customers when issues rise from front line support staff
- Develop and maintain processes and documentation to support customer experience team in troubleshooting issues
- 1-3 hours/week of queue/phone support to stay in tune with customer needs
- Train CX agents on new product features and functionalities

**What We're Looking For**
- 4 years work experience, with at least 2+ years relevant experience in customer-facing SaaS technical support, consulting, Workflow Management and/or Project Management role
- Proven record of driving customer satisfaction and meeting or exceeding performance standards
- Ability to clearly and succinctly communicate complex technical issues
- Ability to use clear communication and compassion to de-escalate issues

**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
- One-time home office stipend
- Team Bonding opportunities - annual company retreat for entire team, plus virtual events throughout the year
- In order to enter the NY office or participate in any in-person events, all employees must show proof of vaccination against COVID-19. For those individuals who are unable to be vaccinated, GlossGenius will engage in an interactive process to determine a reasonable accommodation._
- 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._

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