With hundreds of companies signed up, we’re at the precipice of launching a global movement that’s going to massively change the professional education and podcasting industries. Following our recent Series A, we’ve expanded into the US market and are seeing wonderful early signs of traction.
Despite our lightning growth, we tend not to subscribe to the mantra of “move fast and break things.” Our goal is to build a profitable company, where our employees can learn and grow, and where customers see real value and genuinely enjoy using the product. We are building a company meant to last, and if this resonates with you, we hope you will consider joining us on our journey to transform professional education!
Reporting to our Manager, Customer Success, the Customer Support Associate will ensure our customers are getting the most out of the LumiQ platform.
Objective of this Role:
- Drive a seamless customer experience that creates positive sentiment for our brand
- Develop in-depth knowledge of our offerings and provide informative support and tailored recommendations to customers.
- Collaborate with our customer success and product teams to drive constant improvements.
- Maintain accurate records of customer interactions and steps taken to resolve issues.
Responsibilites:
- Manage customer conversations across all our support channels (email, chat, and phone)
- Answer customer inquiries and escalate complex issues to the appropriate team to ensure rapid support.
- Proactively take steps to enhance the customer experience
- Share relevant customer feedback to help us improve our offerings
- Evaluate our Customer Support processes, devise improvements, measure results, and iterate
- Report on critical Customer Support metrics and identify noteworthy trends
Required Skills and Qualifications:
- Strong written and verbal communication skills
- Friendly and empathetic demeanour
- Exceptional problem-solving ability, backed by good judgment
- Ability to respond to customer questions using social media
- Ability to collaborate across departments and teams
Preferred Skills and Qualifications:
- Experience in a customer-facing role, preferably handling customer service, care, or success
- Proven track record of delighting customers and exceeding their expectations
- Proficiency with customer service software
- Excellent attention to detail
- Ability to communicate in more than one language
This is a flexible hybrid role based out of Toronto, Canada. Employees will be expected to be able to commute to the office 1-2 times per week.
Benefits and Perks