[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 their revenue and efficiency. They are seeking a Customer Support Expert to provide exceptional support to customers throughout their journey, utilizing tools to resolve issues and advocate for the GlossGenius brand.ResponsibilitiesDeliver best-in-class, personalized support to meet our high standards for customer satisfactionWork with customers to understand their goals and address their challenges through effective ticket responsesMaster your understanding of the GlossGenius product by answering support tickets primarily via phone and textWork with a dynamic team to achieve team company goals such as customer acquisition and retentionEngage with the team to identify areas of opportunity to improve resources: macros, help center, etcLeverage AI tools to streamline ticket resolution, improve response quality, and surface insights that help the team continuously raise the bar on supportSkills1+ year work experience in a customer-facing role, SaaS preferredProven record of driving customer satisfaction and meeting or exceeding performance standardsExcellent written and verbal communication skills, with an ability to adapt to various communication stylesA strong team player, a self-starter who thrives in a fast-paced, high-growth start-up environmentComfortable 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 connectionBenefitsCompetitive health & dental insurance options, with premiums partially covered by GGFertility and adoption benefits via Carrot and KindbodyGenerous, fully-paid parental leave policy401k benefit - employees are eligible to contribute starting day 1 of employmentProfessional Development - employees receive a yearly stipend for approved learning and educational-related expensesPre-tax commuter benefitsDependent Care FSAHome office stipendTeam Bonding opportunities - annual company retreat for entire team, plus virtual events throughout the yearCompany OverviewGlossGenius is a vertical SaaS platform for small business owners across the salon and studio space. It was founded in 2016, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is https://glossgenius.com.Company H1B SponsorshipGlossGenius has a track record of offering H1B sponsorships, with 1 in 2026, 4 in 2025, 2 in 2024, 4 in 2023. Please note that this does not guarantee sponsorship for this specific role.