Customer Support Expert

About Genius AI

Genius AI is building technology to help local businesses run themselves. Genius AI products do the admin work that keeps practitioners from the work they love and the people they serve. From GlossGenius to Reception, its products work 24/7 on busywork like booking, marketing, client management, finances, staff and inventory management, and more.

Genius AI technology has saved businesses 106M in admin hours, earned them $2.0B in additional revenue, and facilitated more than 624M client touch points.

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 strong, long-lasting relationships with our customers.

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

What You'll Do

• Deliver personalized support, primarily by phone and text, that meets our standards for customer satisfaction and retention

• Own scheduled calls that guide customers through setting up their payroll accounts from first question to live

• Resolve escalated call transfers from our business support associates, along with a share of inbound calls

• 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

At Genius AI, 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. Genius AI is proud to be an Equal Opportunity and Affirmative Action Employer.

Personal Information: Notice at Collection for Employees and Applicants

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.