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 100,000 locations nationwide. Backed by Google Ventures, T-Ventures and Highland Capital, LevelUp powers the mobile experiences for top brands like JPMorgan Chase, Potbelly, 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.

All new team members will join a pool of Support Geniuses in Training for the first 90 days, and are then slated for a specific squad (LevelUp & Agency Support or Chase Pay Support) depending on the team's needs. The agent may also work as a Special Ops agent if there are no openings at the 90 day mark. Special Ops Support Geniuses will work on phones/tickets for half of the day, and special projects from other departments for the other half of their day, until there is an opening on a specific squad that they then move into.

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 for mornings (from 7am) and nights (until 11pm) to provide support and improve response time outside of normal business hours

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 lunch every day, either catered by LevelUp merchants or paid with credit on the app
  • A never-ending supply of coffee beans to make whatever satiates your pallet (Americano, Latte, Espresso, Regular Cup O Joe, even tea and cocoa)
  • 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, or orange line (Downtown Crossing, State, and South Station are each about 1-2 blocks away)
  • Opportunities for learning and growth, plus magic missile or a bonus feat at Level 2 and higher

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Meet Some of LevelUp's Employees

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.

Alex S.

Director of Marketing & Analytics

Alex is passionate about helping merchants successfully use the LevelUp platform to run campaigns that engage their customers, making them fall in love with the app.


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