Lead Genius (Apple Device Repairs)

Quick Facts

• Role: Lead Genius (Genius Bar/Repair Room)

• Focus: same-day customer support and timely Apple hardware/software repairs

Description

As a Lead Genius, you support the Store Leadership team with operational excellence across the Genius Bar and Repair Room while delivering exceptional customer interactions. You use deep knowledge of Apple products and repair procedures to troubleshoot, diagnose, and resolve hardware and software service concerns, keeping customers informed throughout. You also mentor and train the Genius Bar team, help identify recurring repair issues, and drive improvements to repair processes and the overall customer experience.

Responsibilities

• Stay up to date on Apple products, services, and Genius Bar repair processes

• Support customers with Apple product and software concerns with empathy and clear technical explanations

• Troubleshoot, diagnose, repair, and resolve Apple hardware and software service issues

• Identify customer needs, make ownership and product/service recommendations, and educate customers on buying options

• Identify recurring repair problems and align with area leadership to ensure feedback is provided to Apple

• Use hardware and software component knowledge to determine likely sources of technical issues and educate others

• Partner with leadership on Genius Bar strategies, including training, feedback, and mentorship

• Align the team on store performance goals, priorities, and communication

• Address time-sensitive team feedback/concerns and escalate when appropriate

• Handle operational needs such as opening/closing procedures, cash management, and overrides

• Support additional customer-facing tasks as needed

Requirements

• Available to work schedules based on business needs (nights, weekends, public holidays) and reliably attend

• Experience in retail or sales or related work

• Visual inspection and fine motor skills to safely perform hardware repairs

• Experience troubleshooting hardware and software issues in a customer service environment

• Experience mentoring or leading others

Benefits

• Opportunity to contribute to an inclusive environment and demonstrate Apple values in daily activities

• Role model position focused on driving store goals, operational readiness, and customer experience