Customer Success Specialist

Lucid Bots
Charlotte
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 1-2 yearsSkills: ["Customer empathy","Communication","Detail-oriented","Organization","Cross-functional collaboration"]

Own the early customer experience by responding to inbound support requests, troubleshooting hardware, software, and operational questions, and resolving routine issues within SLA targets. Maintain clear, proactive communication, escalate novel problems appropriately, and document recurring issues to improve playbooks and training. Coordinate RMA/service workflows, manage the regional loaner fleet, and capture customer feedback to support Customer Success and Product teams.

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FursaFursa
Lucid Bots
Lucid Bots
3 days ago

Customer Success Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Own the early customer experience by responding to inbound support requests, troubleshooting hardware, software, and operational questions, and resolving routine issues within SLA targets. Maintain clear, proactive communication, escalate novel problems appropriately, and document recurring issues to improve playbooks and training. Coordinate RMA/service workflows, manage the regional loaner fleet, and capture customer feedback to support Customer Success and Product teams.
Location: Charlotte
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Monitor and respond to inbound support requests via HubSpot ticket workflow (or equivalent CRM/helpdesk).
  • •Troubleshoot common hardware, software, and operational questions using established SOPs.
  • •Resolve routine technical issues within defined SLA targets and escalate complex/novel issues to the appropriate teams.
  • •Manage proactive, professional customer communication throughout issue resolution.
  • •Document recurring issues and best practices in the knowledge base; capture feedback and initiate RMA/service workflows as needed.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionRetirement MatchPaid LeaveSick DaysPaid HolidaysEquity

Key Requirements

  • •1–2 years of experience in customer support, customer success, operations, or a related field.
  • •Proficiency owning inbound support end to end through a ticketing workflow (HubSpot or equivalent) and resolving issues within SLA targets.
  • •Ability to troubleshoot common hardware, software, and operational questions using established SOPs.
  • •Experience escalating complex or novel issues to the right internal teams while maintaining customer-facing ownership and communication.
  • •Strong documentation skills to reduce repeat issues by maintaining a knowledge base and identifying support-case patterns.
Experience:1-2 yearsSaaS
Skills:Customer empathyCommunicationDetail-orientedOrganizationCross-functional collaboration
Languages:English
Tech Stack:HubSpotCRMKnowledge baseSOPsRMA

Company Brief

Lucid Bots
Lucid Bots designs and deploys conversational AI and chatbot solutions for websites and businesses, combining large language models, knowledge-base integration, and automation to improve customer support, lead generation, and user engagement.
Industry: AI & Machine Learning
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