Support Genius (Bilingual - Spanish)

| Boston
Support Genius - Bilingual Spanish
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. This candidate will also be helping us expand our support to include Spanish-speaking customers and merchants!

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 in English and Spanish, 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, or another role that honed great people skills
  • Fluent in spoken and written Spanish, including knowledge of technical terms and/or experience providing technical or customer support in both English and Spanish
  • Strong written and verbal communication skills, in both English and Spanish, 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

  • 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • RubyLanguages
    • AndroidLanguages
    • iOSLanguages
    • Factory GirlLibraries
    • RspecLibraries
    • httpartyLibraries
    • ASP.NETFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • JIRAManagement
    • SalesforceCRM

Location

We are in the heart of downtown Boston's financial district, easily accessible by bus and train, and surrounded by tons of restaurants and amenities.
1 Federal Street, Boston, MA 02110

Insider's spotlight

What’s the vibe like in the office?

It's fun coming to work because there's a constant buzz in the office. Everyone's excited to be here, working on big things, but also having fun collaborating and just being around each other. The marketing team is really tight knit- even though we're busy heading up our own projects, we make sure to take time to catch up on what we're up to.

Dyan

Growth Marketing Manager

What does your typical day look like?

The four most exciting things about my job and day to day are (1) the industry we sell into (restauranteurs are fun and down to earth), (2) the people I work with and the transparency of the leadership team (3) our office dog Tuukka and finally (4) that I am empowered to be creative, challenged and collaborative in all aspects of the day to day.

Kathleen

Inside Sales Manager

Perks of working here

401(K) Matching
401(K)
Beer on Tap
Casual Dress
Commuter Benefits
Company Equity
Company Outings
Conferences & Training
Daily Meals Provided
Dental
Fitness Subsidy
Flex Work Hours
Generous PTO
Happy Hours
Health Benefits
Generous Parental Leave
Parking
Stocked Kitchen
Unlimited PTO
Vision
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