Customer Experience Specialist

4 weeks ago


New York, United States Lumen Full time

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
  • 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


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