Support Genius - Overnight Shift
Envision working alongside other talented, exciting, driven individuals to support the country’s largest mobile payments and rewards platform. Help improve the lives of our users and merchants through a genuine interest in making things work and a passion for product experience.
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.
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-Overnight Shift - 11:00 pm through 7:00 am
All shifts will also require availability for about one month of training and shadowing during 9:00 am to 5:00 pm business hours, and weekly availability to visit the office during those hours for further training, meetings, company events, etc.
Job Responsibilities
- Focus on excellent customer service while troubleshooting and solving issues, and explaining our platform
- 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 call center, tech support, food service management, or another role that honed great customer service skills
- Strong written and verbal communication skills, with the ability to tailor messages
- Flexibility and adaptability like ‘whoa’; day-to-day tasks will change quickly
- 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
- Bilingual in English and Spanish, including support or technical experience applying both languages
- 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 lunch every day from LevelUp merchants
- A never-ending supply of coffee beans to make whatever satiates your palate (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 Station is in our building)