Support Team Lead, GlossGenius

Salary not provided

Mid and Senior level

Remote from Canada

Operating system for appointment-based businesses.

Job no longer available

Operating system for appointment-based businesses.

201-500 employees

B2BMarketingPaymentsCustomer serviceSaaSBeauty

Job no longer available

Salary not provided

Mid and Senior level

Remote from Canada

201-500 employees

B2BMarketingPaymentsCustomer serviceSaaSBeauty

Company mission

To enable business owners to reach new heights by growing their business and maximizing their income.

Job

Company

Role

Who you are

2+ years experience leading customer support teams of 3+ individuals
Proven record of driving results for your team to meet or exceed performance standards while improving the overall customer experience
Background in written and verbal performance communication as well as providing feedback via regular 1:1 meetings with direct reports
Experience driving solutions for operations and people management challenges

What the job involves

Work with your manager to create a weekly report to share with CX leaders on the state of the queue and the team
Stay current on the GlossGenius App developments and partner with Product Experts to communicate updates and improvements to your team
Keep the team informed on CX and company goals and initiatives, surface feedback, and collaborate cross-functionally
Complete QA for team members and support team with questions
Help on the phones and in the queue during peak hours as needed (10-20% of your time will likely be on the phones)
Handle sensitive escalations for the team,resolve complex inquiries, and drive a positive customer experience for escalated customers
Work with a dynamic team to achieve team, organization, and company goals such as retention
Share opportunities to improve resources for the team based on 1:1s, queue questions, and QA reviews
Assist with creating new resources to help with areas of improvement in QA for new hires and existing phone team members

Our take

Business management platforms exist for a wide range of industries, including retail, hospitality, and healthcare. However, despite a modern facade the beauty industry lacks specialized software and still runs on generic CRMs and basic spreadsheets. Recognizing a gap in the market, GlossGenius has stepped in to provided a specialized business management platform for beauty salons, spas and studios.

With little competition in this niche, GlossGenius has swiftly captured a large market share, with triple-digit year on year revenue growth. It serves over 1000,000 businesses and has raised more than $70M.

With this funding, the company is aiming to accelerate platform development off the back of the release of consumer experience, payment and automation products. And it is well on the way to fulfilling its long-term aim of developing into the Toast of the beauty industry.

Steph

Company Specialist at Welcome to the Jungle

Insights

Led by a woman

Top investors

64% employee growth in 12 months

Glassdoor (3.6)

Company

Funding (last 2 of 8 rounds)

Jan 2026

$44m

SERIES D

Jul 2023

$28m

SERIES C

Total funding: $148.9m

Company HQ

SoHo, New York, NY

Leadership

Danielle Cohen-Shohet

(Founder & CEO)

Prior to founding GLossGenius in 2015, Danielle was an Alternative investment Analyst at Goldman Sachs.

Leah Cohen-Shohet

(CBO)

Leah joined GlossGenius in 2021 as Chief Business Officer. Prior to this, she worked in Go-To-Market Strategy & Launch at Archipelago. She also spent nearly 6 years at Symphony as a Strategic Chief of Staff, Global Head oCommunity Specialist Group and EVP of Growth & Adoption.

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