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Customer Support Specialist

2 months ago

Minneapolis, Minnesota, United States Lucy Full time

**About Lucy**

We are a cutting-edge enterprise knowledge management platform that helps organizations make the most of their data. Our AI-powered assistant, Lucy, reads, listens, watches, and learns all the data that our clients share with us, providing a single gateway to their enterprise knowledge.

**Job Summary**

We are seeking a highly skilled Customer Support Coordinator to join our team at Lucy. As a key member of our Customer Success team, you will work closely with our Development, Product, and customer-facing teams to ensure that our clients receive exceptional support and service.

**Key Responsibilities**

  • Lead the addition and permissioning of new users on our platform
  • Oversee all internal and external content integrations to ensure customer information is properly available within Lucy
  • Maintain a working understanding of our development process and timelines to effectively set and manage client expectations
  • Coordinate weekly support reviews to track performance and customer feedback
  • Work with our Development team to diagnose performance issues, identify solutions, and oversee execution
  • Work directly with clients to resolve their issues with urgency and deliver an exceptional experience with Lucy
  • Responsible for creating plans and timelines for customer solutions while clearly communicating with the client
  • Collaborate with other departments to drive client engagement, satisfaction, retention, and expansion
  • Enhance technology and processes for support functions to drive overall client satisfaction
  • Monitor Lucy's infrastructure to ensure we are properly serving our clients

**Requirements**

  • 2-5 years of experience in a Technical Support role
  • Experience working with modern support software and technology
  • Ability to support several enterprise clients simultaneously
  • Comfortable working in an agile environment and with agile frameworks
  • Rely heavily on data to make decisions and improve through constant, measured iterative experimentation
  • Strong empathy for clients and a passion for solving problems
  • Excellent communication skills

**Nice to Have**

  • Experience in a software as a service business
  • Deep understanding in support systems and processes
  • Experience in enterprise or technology consulting
  • Experience in customer service
  • Experience coordinating work across multiple technical teams
  • Experience as a Product Owner and/or Quality Assurance Analyst or in a similar capacity
  • Experience implementing technical solutions (APIs, webhooks, etc.); understanding technical jargon and processes

**What We Offer**

  • Competitive salary and bonus plans
  • Employee Stock Options
  • Work-life flexibility - we value your contributions above all
  • A supportive culture that desires to help you grow both personally and professionally
  • Autonomy to do your best work