Apple Retail is where the best of Apple comes together. We bring our expertise to help people do what they love, delivering an only-at-Apple experience. At Apple, we believe inclusion is a shared responsibility and we work together to foster a culture where everyone belongs and is inspired to do their best work.

As a Lead Genius, you help our team deliver exceptional customer experiences by supporting a culture of human connection at the Genius Bar while delivering same-day help and timely repairs for customers. You assist the leadership team with day-to-day responsibilities and you drive operational readiness and sustainability of the Genius Bar and Repair Room. You're a role model for making quality decisions and helping teams achieve store goals and objectives.

Responsibilities

- Have extensive knowledge and stay up to date on all Apple products, services, and Genius Bar repair processes and procedures to support an efficient repair process.
- Support customers having Apple product or software concerns in a timely manner, seeking to understand the issue with empathy, explaining technical issues clearly, setting expectations, and keeping customers updated throughout the interaction.
- Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software.
- Provide excellent service to Apple customers by seeking to understand their needs, identifying ownership opportunities, presenting product and service recommendations, and educating customers on relevant ways to buy.
- Work with Genius Bar team members to identify recurring repair problems and other service concerns, and align with the area manager to make sure that feedback is provided to Apple.
- Use extensive knowledge of hardware and software components to identify where technical issues may originate from and educate others on the team.
- Partner with leadership to develop strategies for the Genius Bar team, improving repair processes and the overall customer experience by identifying, coordinating, and delivering Genius Bar team training, delivering feedback,



and providing mentorship.
- Energize, inform, and align team members about store performance goals, priorities, and communication.
- Attend to time-sensitive team member feedback, questions, and concerns, and escalating issues to the Store Leadership team as appropriate.
- Address operational needs of the store, such as opening and closing procedures, cash management, and overrides.
- Contribute to an inclusive workplace by respecting each other's differences and having the curiosity to learn.
- Demonstrate Apple's values of inclusion and diversity in daily activities.

Minimum Qualifications

- Available to work a schedule based on business needs that may include nights, weekends, and public holidays.
- Experience in retail or sales, or related work experience.
- Ability to visually inspect hardware and the fine motor skills to safely conduct repairs.
- Experience troubleshooting hardware and software issues in a customer service environment.
- Experience mentoring or leading others personally or professionally.
- Proficient in written and spoken English and French (required for Quebec-based role; sign language supported).

Preferred Qualifications

- Technical expertise in repairing Apple devices.
- Ability to motivate others to achieve performance goals through open dialog, collaboration, and recognition.
- Ability to resolve conflict and settle differences productively.
- Ability to work in a fast-paced environment and make timely decisions.
- Excellent attention to detail and organization skills.
- Ability to work autonomously and take initiative without close supervision.
- Ability to allocate resources and adjust processes for an exceptional customer experience.
- Strong communication skills adaptable to different audiences.
- Ability to frequently handle, lift, and move merchandise safely.

Experience in retail or sales; hardware and software troubleshooting experience in a customer service environment; experience mentoring or leading others; proficiency in written and spoken French and English; ability to visually inspect hardware and perform fine motor repairs.

📌 Lead Genius (Montreal)
🏢 Apple
📍 Montreal