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Remote Customer Support at Lumen Dynamics
Customer Support
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About Us
Lumen Dynamics is building the world’s leading all-in-one platform for online communities. We make it possible for creators, coaches, educators, and businesses to bring together their audience with engaging discussions, live streams, events, chat, courses, and payments — all in one place, all under their own brand.
We’re proud to be a fully remote company of around 200 (and growing!) team members from 30+ countries around the world. We seek exceptional individuals around the world, set them up to do the best work of their lives, and in turn, create a meaningful impact in their own lives. We don’t track hours, but we do manage for high expectations very closely. We collaborate across time zones, are highly async, and like to document a lot.
Twice a year, we bring the whole company together in beautiful places around the world for our company offsites. So far, we’ve hosted offsites in Turkey, Portugal, Mexico, Thailand, Colombia, Italy, Ireland, and more, with still more to come!
About the role
We’re looking to expand our customer support team! This team is the first line of support for our customers at Lumen Dynamics. We respond to open support inquiries, solve complex problems, and work directly with our customers and internal teams to help find the best solutions to the trickiest challenges. We’re at the point of our journey where we now have a robust support team of over 30 teammates spread across the entire globe, all aiming to make sure our customers are supported as Lumen Dynamics continues to grow.
This is a fully remote, full-time position. Candidates must be available to work 8:00 AM to 4:30 PM AEST (or equivalent local hours in an AEST/NZST-aligned timezone), Sunday through Thursday (40 hours per week). This is a requirement of the role.
We welcome candidates with a range of experience levels – your title will be Customer Support Specialist or Senior Customer Support Specialist, depending upon experience and interview performance.
What you’ll be doing
– Prioritize customer issues across our email channels.
– Ramp up during an onboarding phase, and eventually provide hands-on support for Lumen Dynamics Plus communities.
– Become an expert on the Lumen Dynamics product, along with our internal staff admin tool.
– Advise creators on practical solutions as they launch and build their communities.
– Troubleshoot a wide range of issues across desktop and mobile browsers, along with our desktop app, Android, iOS mobile apps, and our custom branded app.
– Escalate feedback to inform and improve our product.
– Collaborate with engineers and designers to troubleshoot complex technical issues across live stream, payments, notifications, events, member management, and more.
– Identify trends from customer inquiries to suggest proactive solutions.
– Collaborate with a global team through Notion, Slack, and Zendesk.
What you’ll need to be successful
– Strong alignment with our values. Find our values on our career page if you haven’t read up on them yet.
– You are proficient in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5 .
– 3+ years of experience in a technical support role, ideally in SaaS.
– Strong written and verbal communication skills.
– You are excited to be a part of a startup with some serious traction, where you will have a strong voice to inform product development and our roadmap.
– You’re skilled at understanding and implementing technical workflows at a fast pace.
– You love understanding customer needs, and get satisfaction out of being extremely helpful.
– You are a team player, and thrive in a collaborative work environment.
– You enjoy learning new topics, and are eager to embrace new product developments.
Bonus points
– Experience working with Zendesk. This is the ticketing system we use.
– You’ve worked in a 100% remote role before, with an international team.
– Experience working with community, payment, live stream, or content-related products.
– Experience with automation and/or Zapier to create workflows.
– Experience troubleshooting application logins and/or Single Sign-On flows.
– Familiarity with troubleshooting API issues.
$45,000 - $60,000 USD per year
The cash compensation range shown is a starting point. In addition to equity, benefits and perks, your cash compensation is subject to an annual review and increase on a once per year basis.
The fun stuff
– Fully remote: work from anywhere in the world!
– Autonomy and trust to do your job: we care about outcomes over everything else.
– Paid time away: all employees are given 35 days of PTO annually. We also offer a paid sabbatical after 5 years.
– Generous U.S. benchmarked compensation and startup equity no matter where you are in the world.\*
– Awesome medical coverage with 100% coverage for you and your family, or medical reimbursement options where applicable!\*
– Parental leave for parents expanding their family, or just starting one.
– Home office stipend to help you get up and running.
– Learning & development stipend to help you level up your professional skills.
– Annual bonus potential for roles that don’t already receive variable income or commission.
– Company retreats: Twice a year, the Lumen Dynamics team gets together for a fully paid company retreat in incredible places around the world! We’ve had past retreats in Colombia, Portugal, and Mexico, with more planned on the horizon.
\*Your role, location and unique circumstance may affect this.
Diversity, Equity & Inclusion
As a fully-remote international company, diversity is baked into our DNA. Here’s how our CEO, Sid Yadav, frames our hiring mission: “let’s find talent in underserved and under-represented corners of the world, set them up to do the best work of their lives, and in turn, change their life.” To achieve this hiring mission, we offer competitive U.S. benchmarked compensation no matter where someone’s located in the world, and we proactively seek candidates who expand representation of backgrounds, cultures and lived experiences in our teams.
Equal Employment Opportunity
Lumen Dynamics is an equal opportunity employer and as such, we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws. If you require any accommodations during the recruitment process, please let us know and we will work with you to meet your needs.
About Lumen Dynamics
Company profile
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