Note: The job is a remote job and is open to candidates in USA. GlossGenius is an AI-powered system that supports service businesses in enhancing revenue and efficiency. They are seeking a Customer Support Expert to provide personalized support throughout the customer journey, build product knowledge, and advocate for the brand while engaging with customers through various communication channels.
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
- Leverage AI tools to streamline ticket resolution, improve response quality, and surface insights that help the team continuously raise the bar on support
Skills
- 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
- 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
Company Overview
GlossGenius is a vertical SaaS platform for small business owners across the salon and studio space. It was founded in 2016, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is https://glossgenius.com.Company H1B Sponsorship
GlossGenius has a track record of offering H1B sponsorships, with 1 in 2026, 4 in 2025, 2 in 2024, 4 in 2023. Please note that this does not guarantee sponsorship for this specific role.