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
The Support Genius will serve as the initial point of contact in supporting all facets of the LevelUp platform: users, merchants and internal teams. This role will provide the opportunity to work on projects across various departments within the organization and influence the optimization of our processes.

Job Responsibilities

  • Collaborate with internal and external resources 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
  • Uphold composure and customer focus while troubleshooting and solving issues
  • 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 support, account management or a role that developed your people skills
  • Flexibility and adaptability like ‘whoa’; day-to-day tasks will change quickly
  • Strong written and verbal communication skills, with the ability to tailor messages
  • Project awesomeness at all times: positive attitude, confidence, be team-oriented, have a sense of humor
  • Bachelor’s Degree or equivalent experience

Bonus Points

  • Bilingual in English and Spanish, including support or technical experience applying both languages
  • Desire to know everything about everything all of the time       
  • Knowledge and interest in mobile apps and/or payments
  • Experience working in a startup environment
  • Have an extensive appreciation for .gifs

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)


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