Support Genius

Support Genius

Join the LevelUp Team and work alongside other talented, driven individuals to help build the next generation of mobile payments. LevelUp powers the mobile payment, ordering and loyalty apps for leading restaurant brands to help them engage their customers and drive sales.

LevelUp is used by more than 4MM customers paying at over 14,000 locations nationwide. Backed by Google Ventures, T-Ventures and Highland Capital, LevelUp powers the mobile experiences for top brands like Tropical Smoothie Cafe, Equinox, Steak ‘N Shake, Dunn Bros Coffee, Argo Tea & sweetgreen.

Summary
Each Support Genius serves as the point of contact supporting the LevelUp platform for users, merchants, partners, and internal teams. This role will provide the opportunity to learn and own specialty areas, expand your knowledge and responsibilities, work on projects across various departments within the organization, grow within our team and organization, and influence the optimization of our processes, all while helping customers and working with a tight-knit team. We're especially looking for people who combine these skills with fluency in Spanish.

Job Responsibilities

  • Focus on excellent customer service while troubleshooting and solving issues, and explaining our platform
  • Provide technical and customer support via phone and tickets/emails
  • Collaborate to identify and implement solutions to technical requests from users and merchants, escalating issues when necessary
  • Accurately document requests while adhering to Support protocols
  • Validate and translate user and merchant requests into feedback for the platform
  • Maintain an up-to-date and comprehensive knowledge of the product
  • Participate in the support team on-call rotation on nights and weekends to provide outside of business hours support and improve response time

Qualifications

  • 1-3 years experience in customer service, foodservice, tech support, call centers, or another role that honed great people skills
  • Strong written and verbal communication skills
  • Flexibility and adaptability like ‘whoa’; we are a start-up, and things may change from day to day or week to week
  • Radiate awesomeness at all times: show a positive attitude and confidence, be team-oriented, have a sense of humor
  • Bachelor’s Degree or equivalent experience

Bonus Points

  • Fluent in spoken and written Spanish, including knowledge of technical terms and/or experience providing technical or customer support in both English and Spanish
  • Desire to know everything about everything all of the time
  • Love solving problems and helping people walk away happy
  • Knowledge and interest in mobile apps and/or payments
  • Experience working in a startup environment and/or helping run a restaurant
  • Extensive appreciation for donuts, .GIFs, and/or banter

Benefits & Perks

  • Free catered lunches daily from LevelUp merchants
  • A never ending amount of coffee beans to make whatever satiates your pallet (Americano, Latte, Espresso, Regular Cup O Joe)
  • Unbelievable Benefits Package including Medical, Dental, Vision, Disability and Life Insurance, fully paid for by LevelUp and 401(k) with company match
  • Convenient access to the MBTA via red, green & orange line (Downtown Crossing & South Station are about 1-2 blocks away)


Meet Some of LevelUp's Employees

Wes H.

Support Specialist

As part of the Support Team, Wes solves any of the issues that merchants and users experience on a day-to-day basis, both over the phone and through email.

Cindy T.

Software Engineer

Cindy leads a team of engineers to build out the infrastructure of LevelUp’s network system so the company can stay at the forefront of the mobile payments movement.


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