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 the continental US and will report to the Customer Support Manager. Please note, the hours for this role are Monday-Friday from 10-6:30 PM and Tuesday-Friday from 12-8:30 EST and Saturday from 11-7:30 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 company goals such as customer acquisition and retention
• Engage with the team to identify areas of opportunity to improve resources: macros, help center, etc.
• Leverage AI tools to streamline ticket resolution, improve response quality, and surface insights that help the team continuously raise the bar on support

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
• Comfortable using AI-powered tools to work more efficiently — whether that's drafting responses, surfacing relevant help content, or identifying patterns in customer issues; we're looking for someone who sees AI as a force multiplier, not a replacement for genuine human connection

Benefits & Perks

• 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

The starting base salary for this role is between $55,000-$60,000 + benefits. The base pay range is subject to change and may be modified in the future.

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.