Customer Support Coordinator

3 days ago


Minneapolis, Minnesota, United States Lucy Full time
Join the Lucy Team as a Customer Support Coordinator

We are seeking a highly skilled and motivated Customer Support Coordinator to join our team at Lucy. As a Customer Support Coordinator, you will be responsible for providing exceptional support to our customers, ensuring their needs are met, and resolving any issues that may arise.

Key Responsibilities:

  • Lead the addition and permissioning of new Lucy users
  • Oversee all internal and external content integrations and confirm customer information is properly available within Lucy
  • Maintain a working understanding of Lucy's development process and timelines to effectively set and manage client expectations
  • Coordinate weekly support reviews to track performance and customer feedback
  • Work with Lucy's Development team to diagnose performance issues, identify solutions, and oversee execution
  • Work directly with clients to resolve their issues with urgency to deliver an experience with Lucy that exceeds their expectations
  • Responsible for creating plans/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 she's properly serving clients

Requirements:

  • 2 to 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

What You'll Love:

  • 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 - we will provide you with the tools and freedoms to do your best work


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