Manager Support

About GlossGenius

GlossGenius is building an ecosystem enabling entrepreneurs to succeed.  We empower small business owners to focus on being creators, not admins, by offering a range of business management tools, including booking and scheduling, marketing, analytics, payment processing, and much more. 

Tens of thousands of small business owners have chosen to rely on GlossGenius every day to run their entire set of business operations. With its powerful, intuitive platform, GlossGenius is some part a fintech company, some part an SMB software company, while its vibrant, distinguished brand makes it some part a consumer company.

About the Role

Our customers are the core of our business, and we’re looking for a Manager to lead, mentor, and guide our incredible phone support team to help our customers achieve their goals. In this role, you will coach and develop the team to ensure the Customer Support Experts  are hitting their KPIs such as Calls Handled, Tickets Solved, AHT, CSAT, and other SLAs. You will monitor the phone queue and advise CX leadership of any customer trends or causes for concern. You will also look for operational and process improvements to help us build a scalable and efficient organization. 

You will report to the VP of Customer Experience and can be based remotely.

What You’ll Do

• Work with your manager to create a weekly report to share with CX leaders on the state of the queue and the team 
• Stay current on the GlossGenius App developments and partner with Product Experts to communicate updates and improvements to your team.
• Keep the team informed on CX and company goals and initiatives, surface feedback, and collaborate cross-functionally
• Complete QA for team members and support team with questions 
• Handle sensitive escalations for the team, resolve complex inquiries, and drive a positive customer experience for escalated customers
• Work with a dynamic team to achieve various goals for the organization and company
• Share opportunities to improve resources for the team based on 1:1s, queue questions, and QA reviews
• Work with our Enablement team to create new resources that will help the team and our customers

What We’re Looking For

• 3+ years experience leading customer support teams of 6+ individuals
• Proven record of driving results for your team to meet or exceed performance standards while improving the overall customer experience. 
• Experience driving solutions for operations and people management challenges

Benefits & Perks

• Flexible PTO
• Competitive health & dental insurance options, with premiums covered by GG
• Generous, fully-paid parental leave policy
• Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses
• Home Office Support
• Team Bonding: As a distributed team, being able to build meaningful bonds both virtually and in person is incredibly important to us! We are constantly evaluating how we accomplish this and currently, teams are given opportunities to gather in person throughout the year.

In order to enter the NY office or participate in any in-person events, all employees must show proof of vaccination against COVID-19. For those individuals who are unable to be vaccinated, GlossGenius will engage in an interactive process to determine a reasonable accommodation.

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

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