Customer Success Associate

San Francisco, CA, US

Job Description / Skills Required

Lumoid (lumoid.com) is a simple way to rent, try and buy consumer electronics, like photography gear, drones and wearables. We are a well funded start-up with thousands of paying users, and growing fast. You’ll be surrounded by bright and talented people who love what they do and are obsessed about the customer journey.

Customer Success and Support at Lumoid is an integral part of our business – we’re tech lovers who love our customers even more. We go out of our way to make sure each of our users are happy and satisfied with their experience. We're looking for the right person to be our next Customer Success and Support Associate at Lumoid – this is a full-time position based in San Francisco, CA. As a member of our (small but growing) Customer Success Support team, you’ll be responsible for providing world-class customer support and developing our support protocols and infrastructure. Your empathy, creativity, and passion for helping our customers will generate raving fans that make lifelong Lumoid users.

What you’ll be doing:

1. Handle moderate to high volume of inbound phone calls and emails from our customers, resolving their questions with sensitivity and care. We use Zendesk and Olark to communicate with our customers
2. Identify common customer challenges and proactively find ways to improve our product and processes
3. Assist in resolving time-sensitive issues and customer follow-ups
Review and spot potential fraudulent orders as they are placed to ensure the security and vitality of our business
4. Occasionally help out on the weekends answering emails as needed
5. Identify and recommend improvements to our internal support tools and drive scalable solutions to support our growing customer base

About you:

1. BA/BS degree or equivalent experience
2. 2+ years prior experience in a customer facing role, preferably with a focus on customer service or technical support
3. Experience using Zendesk, Olark, Desk.com, Asana, or similar tools
4. Impeccable verbal and written communication skills
5. Excellent problem-solving skills
6. Self-starter and a quick learner
7. Customer-first attitude – you’re a great listener and get a lot of satisfaction out of helping others
8. Analytical thinker who can quickly break down problems and provide time-sensitive solutions using data and technology independently with little direction

Bonus points:

9. Start-up veteran
10. Mission driven
11. Interest in the latest and greatest gadgets
12. Passion for photography – ability to troubleshoot common issues with digital photography and lighting equipment

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