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 Canada, you will work Tuesday-Saturday, 11 AM-7:30 PM EST, reporting to the Customer Support Manager. The role involves collaborating with a dynamic team to achieve company goals, identifying areas to improve resources, and contributing to customer acquisition and retention. GlossGenius offers flexible PTO, competitive health and dental insurance, generous parental leave, professional development stipends, home office support, and team-bonding opportunities.

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

• 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