Customer Support Expert

Summary

Join GlossGenius as a Customer Support Expert and provide best-in-class, personalized support to customers throughout their journey. You will master the GlossGenius product, resolve customer issues via phone and text, and build strong relationships. Based anywhere in the continental US, you will work Tuesday-Saturday, 11 AM-7:30 PM EST, reporting to the Customer Support Manager. The role requires 1+ year of customer-facing experience (SaaS preferred), proven success in driving customer satisfaction, and excellent communication skills. GlossGenius offers competitive benefits, including health and dental insurance, fertility and adoption benefits, generous parental leave, 401k, professional development stipend, and more.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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 stipend
• Team Bonding opportunities - annual company retreat for entire team, plus virtual events throughout the year