Customer Support Expert

Genius AI is looking for a Customer Support Specialist to own the customer relationship for service business owners who rely on GlossGenius to run their day, primarily by phone and text. You’ll build product knowledge, resolve customer issues, and become an advocate for the GlossGenius brand. Through calls, email, and text conversations, you’ll provide exceptional support and build lasting partnerships rooted in trust and ongoing support.

Responsibilities will include:

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

• Respond to posts in the Facebook community group as GlossGenius, maintaining a professional, helpful tone that reflects the brand voice

• Use AI to build solutions: turn repeated customer questions into AI-assisted macros, Help Center articles, and workflows that resolve issues faster

• Identify and address gaps in macros and Help Center content, shipping fixes and collaborating with the team

• Drive shared goals in customer acquisition and retention by building deep product expertise and applying it with confidence

You’re a great fit if you:

• Have 1+ year of customer-facing experience, with a record of driving customer satisfaction and meeting or exceeding performance standards

• Have rebuilt parts of your own workflow around AI, identifying repeatable work, automating it, and redirecting your time to problems that need real judgment

• Possess excellent written and verbal communication skills, with an ability to adapt to various communication styles

• Are a self-starter who sets direction independently and works well with a team in a high-growth environment

• Have experience at high-growth technology companies or with appointment-based service businesses (a plus)

Total Compensation

Benefits include:

• 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

Genius AI is committed to creating a workplace where all employees feel supported and empowered to do their best work and is proud to be an Equal Opportunity and Affirmative Action Employer.