Job description
Join Lumina Support Co., a premium customer service leader, to deliver outstanding experiences across phone, email, and live chat. Based in the heart of New York, you will be the friendly voice that guides customers to quick resolutions, turning inquiries into long-lasting trust. This role offers growth, a modern tech stack, and a culture that rewards empathy, initiative, and collaboration.
As a Customer Service Specialist, you will be at the front line of our brand, solving issues with speed and care while collaborating with product, sales, and engineering to improve the end-to-end customer journey.
Responsibility
- Respond to customer inquiries via phone, email, and live chat with professionalism and accuracy.
- Troubleshoot issues, resolve complaints, and escalate complex problems to appropriate teams when needed.
- Document interactions in the CRM, maintain accurate case notes, and follow up to ensure resolution.
- Provide product guidance, onboarding support, and appropriate upsell opportunities where suitable.
- Collaborate with cross-functional teams to identify process improvements and enhance customer experience.
- Meet or exceed key performance metrics such as response time, CSAT, and first-contact resolution.
- Maintain a polite, positive, and proactive attitude to ensure high levels of customer satisfaction.
Qualification
- 1-3 years of customer service experience in a fast-paced environment.
- Excellent verbal and written communication skills with a strong command of customer-facing language.
- Strong problem-solving abilities, active listening, and empathy under pressure.
- Proficiency with CRM software (e.g., Zendesk, Freshdesk) and basic office tools; precise data entry skills.
- Ability to multitask, manage time effectively, and stay organized in a high-volume setting.
- Bachelor's degree preferred but not required; training and onboarding provided.
- Typing speed 40+ WPM; comfortable with numerical tasks and product knowledge.