Customer Support Expert

About the Role

You will own the customer relationship for the service business owners who rely on GlossGenius to run their day, mostly by phone and text. 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 lasting partnerships rooted in trust and ongoing support.

You will report to the Manager, Customer Support. You can be based anywhere in the United States.

What You'll Do

• Own scheduled calls that guide customers through setting up their payroll accounts from first question to live
• Respond to posts in our Facebook community group as GlossGenius, with a professional, helpful tone that reflects our brand voice
• Use AI to build, not just work: turn repeated customer questions into AI-assisted macros, Help Center articles, and workflows that resolve issues faster
• Challenge how we work by shipping fixes to gaps you find in our macros and Help Center, then bringing the team along
• Drive shared goals in customer acquisition and retention by building deep product expertise you can apply with confidence

What We're Looking For

• 1+ year of customer-facing experience, with a record of driving customer satisfaction and meeting or exceeding performance standards
• Rebuilt parts of your own workflow around AI, identifying repeatable work, automating it, and redirecting your time to problems that need real judgment
• Excellent written and verbal communication skills, with an ability to adapt to various communication styles
• Self-starter who sets direction without waiting to be told and works well with a team in a high-growth environment
• Experience at high-growth technology companies or with appointment-based service businesses is a plus

Benefits & Perks

• Competitive health & dental insurance options, effective on your first day of employment
• Access to Wellhub, a corporate wellness platform with discounted gym memberships, fitness classes, and mental health resources
• Annual stipend for professional development and continued learning
• High performers at 5 years receive a generous stipend to use however you recharge best
• 401k benefit: employees are eligible to contribute starting day 1 of employment
• Dependent Care FSA
• Paid parental leave
• Fertility and adoption benefits via Carrot and Kindbody

Agency Submissions

If a resume or applicant is submitted to Genius AI by a third party without a signed search agreement in place, it will become the property of Genius AI and no fee will be paid, irrespective of whether the candidate is hired.

Genius AI may use automated tools, including artificial intelligence and machine learning systems (AI Tools), to assist in evaluating applicants’ qualifications and fitness for the position. These AI Tools may be used alongside human review during one or more stages of the recruiting process, including application screening, skills assessments, and interviewing. No final hiring decision will be made solely by AI Tools without human oversight.