Genius Bar Lead

Quick Facts

• Role: Lead Genius at the Genius Bar and Repair Room

Description

As a Lead Genius, you help deliver exceptional customer experiences by supporting a culture of human connection at the Genius Bar and providing same-day help and timely repairs. You maintain in-depth knowledge of Apple products, services, and repair processes, troubleshoot and resolve Apple hardware and software service concerns, and keep customers updated throughout the interaction. You also support store leadership with day-to-day responsibilities, drive operational readiness and sustainability, and help improve repair processes through training, feedback, and mentorship.

Responsibilities

• Stay up to date on Apple products, services, and Genius Bar repair processes and procedures
• Support customers with Apple product or software concerns with empathy, clear explanations, and accurate expectations
• Troubleshoot, diagnose, repair, and resolve Apple hardware and software service issues
• Identify ownership opportunities, recommend products/services, and educate customers on buying options
• Work with Genius Bar team members to identify recurring repair problems and ensure feedback is provided
• Use knowledge of hardware and software components to determine likely sources of technical issues and educate the team
• Partner with leadership to develop Genius Bar team strategies, deliver training, provide feedback, and mentor
• Align team members on store performance goals, priorities, and communication
• Address time-sensitive questions/concerns and escalate issues to store leadership as appropriate
• Handle operational needs including opening/closing procedures, cash management, and overrides
• Perform additional tasks supporting customer-facing activities on or off the sales floor

Requirements

• Available to work retail schedules based on business needs (including nights, weekends, and public holidays) and reliably attend as scheduled
• Experience in retail or sales (or related experience)
• 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 personally or professionally

Benefits

• Contribute to an inclusive environment and demonstrate company values of inclusion and diversity
• Help drive operational excellence and improved customer experience through training, mentorship, and process readiness