[Remote] Customer Support Expert - New Grad

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

Company H1B Sponsorship