Job description
Lumina Support Group is seeking a proactive and empathetic Customer Service Specialist to join our growing team in Austin, TX. You will be the frontline ambassador for our customers, delivering timely and accurate resolutions across channels. This role offers meaningful growth, comprehensive benefits, and a collaborative, customer-obsessed culture.
At Lumina, we empower brands to deliver outstanding customer experiences. This full-time role is ideal for professionals who love solving problems and building relationships. You will handle inquiries via phone, email, and chat, troubleshoot issues, and collaborate with cross-functional teams to ensure first-rate service.
What you will gain is more than a job — you will join a team that values initiative, curiosity, and continuous learning, with opportunities to advance into leadership, training, and specialized customer success paths.
Benefits include comprehensive health coverage, 401(k) with company match, generous paid time off, wellness programs, and ongoing training.
Responsibility
- Be the first point of contact for customer inquiries via phone, email, or chat, delivering timely and accurate resolutions.
- Diagnose and troubleshoot product and account issues, guiding customers with clear steps and follow-up as needed.
- Maintain thorough case documentation in our CRM and ensure knowledge base articles are accurate and up-to-date.
- Collaborate with sales, product, and engineering teams to escalate complex issues and improve the customer experience.
- Identify opportunities to upsell or cross-sell relevant features where appropriate, in a customer-centric manner.
- Manage high-volume conversations with composure, multi-tasking across channels while meeting service level targets.
- Gather customer feedback and contribute to process improvements to reduce friction and enhance satisfaction.
Qualification
- 2+ years of hands-on customer service experience in tech, SaaS, or e-commerce.
- Proficiency with CRM and ticketing systems (e.g., Zendesk or Salesforce) and strong data-entry skills.
- Excellent verbal and written communication with the ability to explain complex concepts simply.
- Demonstrated problem-solving and conflict-resolution abilities with a customer-first mindset.
- Ability to thrive in a fast-paced environment, adapt to changing priorities, and manage time effectively.
- High school diploma or equivalent; bachelor's degree preferred in business, communication, or related field.
- Fluency in English required; additional languages are a plus.