Lumen is looking for a Customer Experience Specialist to join our team and be part of a life-changing technology that improves the world's metabolic health and quality of life.
The role includes assisting customers across multiple channels on a wide variety of topics such as pre-sales, troubleshooting devices, nutrition, technical reporting, and more. We are big believers in proactively engaging our customers to integrate them into the Lumen family by providing high-quality customer service.
The ideal candidate for this role should be a team player with a “no task” too small mindset, strong strategic skills, excellent time -management, and the ability to communicate and present information.
As a part of the role, we offer:
- Competitive salary and equity
- Health Insurance (Medical 90%, Vision and Dental)
- 401(k) retirement plan with 4% match
- Various opportunities for professional growth in the CS and tech industry.
Responsibilities:
- Foster Lumen's customer-obsessed culture and provide world-class service via email, chat, and socials
- At least 1 year of customer service or support experience in a technology startup or enterprise environment.
- Provide technical support for our devices and mobile app
- Identify and implement upselling opportunities by recommending add-on options
- Maintain customer relationships and present offers to boost membership retention
- Cross-collaborate with other teams by surfacing customer feedback to continuously improve our product
What we're looking for:
- Minimum 2 years in a customer-facing role - Required
- Strong communication, problem-solving, and organizational skills
- Ability to troubleshoot technical issues
- Passionate about joining an early-stage start-up and working in a fast-paced dynamic environment.
- Prior experience with CRMs & software tools.
- Ability to work evening EST hours
- Native English speaker or equivalent proficiency - Required