Customer Support Expert
Genius AI · USA · remote
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. This includes live payroll setup calls and escalations our frontline team can't close. Our agentic products are scaling quickly, so the questions customers bring us change every few weeks, and the way we answer them has to change too. You won't inherit a finished playbook: you'll learn the product deeply, spot where our resources fall short, and fix them. The bar is high and the pace is real, with improvements shipping in days.
You will report to the Customer Support Manager. 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 frontline support team, 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
- Default to action: you'd rather course-correct after shipping an improvement than spend weeks aligning before you start
- 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
- Up to 15 Days of PTO
- 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 $5,000 bonus 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.