Customer Success Specialist

Description

Lumina is seeking a proactive Customer Success Specialist to represent our brand in a unique customer-facing role. This role requires native-level fluency in written and conversational English.

Unlike traditional CS roles, our CS specialists have Zoom calls with our customers daily, making the experience for everyone more engaging and social (not just support tickets 🎫). You’ll be helping our customers learn and use the Lumina product, and build a personal relationship with them during this onboarding process. Our CS team directly owns important metrics such as increasing Amazon.com ratings, lowering return rates, and even sourcing bulk enterprise deals.

Lumina’s customers work in hybrid and remote offices, and range from school teachers and coaches to tech executives and venture capitalists. They all need to look good on camera, and it's our job to help them achieve that through AI software and amazing customer support!

Your responsibilities:

Make sure our customers ♥️ Lumina, which starts with A+ support.

• Understand customer pains and advocate for short and long-term solutions from the engineering team
• Support our customers through approving orders, tracking shipping and logistics info, sending missing parts, exchanging items, and processing returns.
• Respond to tickets and maintain a high customer satisfaction rating
• Advise customers on how to best use the Lumina software through Zoom calls
• Give customers audio and video setup advice for additional equipment like lighting, microphones, etc.
• Test hardware and software across various devices to help customers and the product team
• Be the bridge between the engineering team and customers

You’re a good fit if you have…

• Native-level English speaking and writing skills
• Experience with critical tools like Shopify, Zendesk, Google Workspace, Trello.
• 1+ years experience in customer-facing roles
• Are naturally good with people, people just love you for some reason

Interested?

If you think any of the above positions sound like a good fit to you, please email your resume to [email protected] to and follow the below required format to help us stay organized.

• Subject Line: [Apply] Position Name - Your Name
• Please Include:
  • Links to / Portfolios / Linkedin (whatever best showcases your work)
  • How you came across Lumina / this position
  • What you are looking for in this new position/team

• We’ll do our best to reach out within 48 hours, but as we experience high volumes of applicants it may take up to 7 working days for a response. Thanks!!