Why you should apply for a job to GlossGenius:
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Position summary
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.
What are GlossGenius perks and benefits
On-ramping/Off-ramping parental leave
Remote work policy
Paid paternity
Paid adoptive
Short term disability
About the company
GlossGenius is the platform that tens of thousands of small businesses across the beauty and wellness space rely on every single day to run their business. We empower small business owners to be more successful by offering a range of business management tools including booking and scheduling, marketing, analytics, payment processing, and much more. In a short period of time, we’ve ...