Operations Associate, Customer Experience

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.

Over 75,000 small business owners have chosen to rely on GlossGenius every day to run their entire set of business operations. Joining its powerful, intuitive platform with its vibrant, distinguished brand, GlossGenius is the ideal combination of a fintech, SMB software, and consumer company all in one.

About the Role

GlossGenius is looking for an Operations Associate to support our Customer Experience team. In this role, you will be responsible for strategic problem-solving and owning the implementation, maintenance and improvement of CX tools. You will also lead initiatives to improve operational efficiencies and move the needle on both customer-experience and broader business KPIs.

You will report to the Manager, CX Operations and can be based remotely anywhere in the Continental United States.

What You’ll Do 

• Develop and implement processes, tools and frameworks to boost operational efficiency and create exceptional, one-of-a-kind customer service experiences
• Drive improvements to existing support channels; implement and scale new support channels as needed
• Utilize data-driven insights to monitor and improve operational performance across the Customer Experience department
• Lead cross-functional initiatives involving product, engineering, business development, and go-to-market teams
• Stay up to date on industry trends, best practices, and emerging technologies to drive innovation in CX Operations

What We’re Looking For 

• 3+ years experience in a senior customer support role or operations role, SaaS/FinTech preferred
• Familiarity with key customer support KPIs and metrics 
• Ability to think strategically and be a strong cross-functional partner to other teams 
• Experience creating and implementing customer experience, support, and/or sales processes 
• Experienced in systems similar or equal to Zendesk, Dixa, Jira, Hubspot, Iterable, etc. 
• Experience implementing and scaling new support channels is a plus

Benefits & Perks: 

• Flexible PTO
• Competitive health & dental insurance options, with premiums partially or fully covered by GG
• In-person opportunities that are designed to help team members foster collaboration and build community (ie; working out of a co-working space, team dinners, and other team building activities)
• Fertility and adoption benefits via Carrot
• Generous, fully-paid parental leave policy
• 401k benefit - employees are eligible to contribute starting day 1 of employment
• Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses
• Pre-tax commuter benefits
• Dependent Care FSA
• Home office support

The starting base salary for this role in New York, California, and Washington is between $75,000-$90,000 + target equity + benefits. The base salary offered is dependent upon many factors including skills, experience, location, and education. The base pay range is subject to change and may be modified in the future. 

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.