Customer Support Expert

Genius AI; New York (NY); Remote; USD 47,000 - 63,000; Full time

Benefits offered by this job

Competitive health & dental insurance

Wellhub access

Annual professional development stiped

High performers 5-year recharge grant

401k from day 1

Dependent Care FSA

Paid parental leave

Fertility & adoption benefits

Job summary

Genius AI seeks a customer-support professional to own relationships for GlossGenius users, mainly via phone and text, across the US. You will learn product knowledge, build AI-assisted workflows, and advocate for the GlossGenius brand while delivering one-of-a-kind support.

You will report to the Manager, Customer Support, with remote work options across the United States. Strong communication and proactive problem-solving are essential.

Qualifications

• 1+ year of customer-facing experience with proven satisfaction metrics.
• Experience rebuilding workflows around AI to automate repeatable tasks.
• Excellent written and verbal communication adaptable to different styles.

Responsibilities

• Own scheduled calls guiding customers through payroll setup
• Respond to Facebook community posts in a professional brand voice
• Use AI to create macros, Help Center content, and workflows to resolve issues
• Ship fixes to gaps in macros/Help Center and educate the team
• Develop product expertise to support customer acquisition and retention

Skills

Customer support

AI automation

Communication

Self-starter

Team collaboration

Job description

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 lasting partnerships rooted in trust and ongoing support.

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

What You’ll Do

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

Personal Information: Notice at Collection for Employees and Applicants

Compensation Range: $55K