LumiQ
professional education
CustomerSupportAssociate
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Support Associate at LumiQ. Skills: customer support, problem-solving, communication. 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”
What You'll Achieve.
ensure our customers are getting the most out of the LumiQ platform; ensure rapid support; enhance the customer experience; improve our offerings; devise improvements, measure results, and iterate; identify noteworthy trends; creates positive sentiment for our brand; provide informative support and tailored recommendations to customers; drive constant improvements; improve response times, allowing for more high impact customer interactions; resolve issues
Industry & Context.
Exceptional problem-solving ability, backed by good judgment
Employees will be expected to be able to commute to the office 2 times a week., for training & onboarding purposes, the in-office expectation time will increase.
What They're Looking For.
Must Have
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
Nice to Have
2+ years of Customer Support experience, preferably at a high growth organization, Experience with AI support implementation, Proven track record of delighting customers and exceeding their expectations, Proficiency with customer service software, Ability to communicate in more than one language
What You'll Do.
Manage customer conversations across all our support channels (email
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
Report on critical customer support metrics and identify noteworthy trends
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
Harness AI-based support automation to improve response times
allowing for more high impact customer interactions
Maintain accurate records of customer interactions and steps taken to resolve issues
How You'll Work.
Team & Collaboration
Ability to collaborate across departments and teams; Collaborate with our customer success and product teams to drive constant improvements
Communication Scope
written and verbal communication skills; Ability to communicate in more than one language
Full Job Description
## Description At LumiQ, we’re on a mission to make professional education enjoyable. As a modern, audio-first learning platform, we empower accounting and finance professionals to fulfill their continuing professional development requirements through engaging podcasts. Over the past five years, we’ve cultivated a devoted customer base of over 1,000 corporate and accounting firms across North America. LumiQ is proud to be a 2025 Deloitte Fast 50 and Fast 500 winner. We’re creating awesome proprietary content, nailing our go-to-market strategy, and being the first to shake up the industry. Most recently, we secured a strategic investment from Vertu Capital to fuel our expansion globally and continue executing on our exponential growth plans. LumiQ is also a certified Great Place to Work! We’re all about transparency, ownership, innovation, and empathy. If you’re ready to make a real impact and help us transform professional education, we’d love to hear from you! Reporting to our SVP of Revenue, the Customer Support Associate will ensure our customers are getting the most out of the LumiQ platform. ## What You'll Do 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 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 Harness AI-based support automation to improve response times, allowing for more high impact custome
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