Customer Support Specialist

Genies

Los Angeles, CA, USA

Full time

Other

May 9

Genies is culture’s leading avatar technology company empowering humans to create their own avatar ecosystems. Genies provides tools (Genies Avatar Creator OS) that allows users to create their own avatars, avatar wearable fashion lines, avatar worlds, and avatar interactive experiences in web3. The company has 99% celebrity avatar market share through its partnerships with Universal Music Group and Warner Music Group as their “official avatar and digital goods NFT provider” with thousands of Genie creators including Justin Bieber, Migos, Cardi B, and J Balvin. Bringing the power of NFTs and crypto to culture, Genies’ avatar ecosystem NFT marketplace “The Warehouse” built with Dapper Labs, allows talent, IP, and creators to design and sell their avatar ecosystem creations (i.e. avatar fashion lines) to the masses. Genies has raised $200M from investors such as Silver Lake, BOND, NEA, and Breyer Capital.

Genies is looking for a Customer Support Specialist to join our growing team to enhance and optimize our end user experience. From engaging with our users, providing hands-on technical assistance, to working with the product and engineering teams to overcome bugs/defects, to being a vital resource in identifying valuable user feedback, this role will truly define how and if our end user effectively adopts our product. This is an opportunity to come in on the ground floor and contribute to the evolution of our customer support journey, processes & tools. 

What You'll Be Doing:

  • Serve as the primary point of contact for customer support
  • Handles assigned tickets and customer engagements to ensure we meet Service Level Agreement expectations
  • Maintain a structured and organized ticket queue and help implement a new ticketing system
  • Assists in the development of departmental policies/procedures
  • Must be a subject matter expert on the user experience offered by Genies, our core users, and the associated integrations
  • Assist with the manual minting process
  • Will play a key role in user content moderation and the evolution of that process
  • Be an expert on all support and customer success processes, work-flows, and details 
  • Create new tickets in Jira for any defects reported technical issues, as well as monitor the outcomes of said tickets
  • Build relationships and trust with end-users through above and beyond customer service
  • Identify high priority issues and respond with a standardized escalation process
  • Work collaboratively with other teams throughout Genies to provide assistance or solutions to the end-user
  • Administrative tasks related to platform work-flows such as user registrations, and etc
  • Assist the community team with end user assistance and engagement as needed 
  • Contribute to training future new Support team members on product functionality and team processes
  • Work alongside the Product teams to further understand product features and work-flows, with the goal of product improvement and exemplary user experience
  • Potentially assist with feature testing
  • Develop an ‘always-on’ cross platform strategy so customers can receive support at all times of the day
  • Expectations are not limited to the above and evolve over time due to business needs

What You Should Have: 

  • 2-3 customer support experience preferred
  • Excellent written and verbal communication
  • Experience with ticketing systems 
  • Experience with Jira is a plus
  • Premier customer service skill sets
  • Troubleshooting abilities
  • Product Customer Support experience a plus
  • High detail oriented/proactive/self-directed
  • Ability to deliver results on time and to the Genies standards
  • Ability to manage, communicate, and document end user findings effectively 
  • Strong knowledge and subject matter expertise of all business goals and processes
  • Solution forward mindset
  • Out of the box thinking to achieve required outcomes
  • A high standard of attention to detail and ‘follow-through’
  • Knack for identifying gaps and areas of opportunities across support processes and systems 
  • Excited and motivated in an agile environment 

Here's why you'll love working at Genies:

  • You'll work with a team that you’ll be able to learn from and grow with, including support for your own professional development
  • You'll be at the helm of your own career, shaping it with your own innovative contributions to a nascent team and product with flexible hours and a work from home policy
  • You'll enjoy the culture and perks of a startup, with the stability of being well funded 
  • Comprehensive health insurance for you and your family (Anthem + Kaiser Options Available), Dental and Vision Insurance
  • Competitive salaries and 401K program for all full time employees 
  • Flexible paid time off, sick time, and paid company holidays, in addition to paid parental leave, bereavement leave, and jury duty leave for full-time employees
  • Health & wellness support through programs such as monthly wellness reimbursement 
  • Working in a brand new, bright, open-environment and fun office space - there’s even a slide! 
  • Choice of MacBook or windows laptop

Genies is an equal opportunity employer committed to promoting an inclusive work environment free of discrimination and harassment. We value diversity, inclusion, and aim to provide a sense of belonging for everyone.

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