Customer Success Specialist

Lucid Bots•Charlotte, NC

7d•Hybrid

About The Position

Lucid Bots is the leading U.S. AI robotics manufacturer of exterior cleaning drones and robotics for commercial and government applications. Since 2018, we've been building the world's most productive and responsible robots to tackle critical maintenance challenges. With industry-leading engineering and dedicated customer support, we've enabled operators to generate over $75 million in revenue, with a fleet of over 500 robots deployed to accomplish dull, dirty, and dangerous jobs with safety and efficiency. Our mission is simple: extend human reach. Headquartered in Charlotte, North Carolina, we design, engineer, manufacture, and support our products in the United States. Our production-ready robots are deployed by customers around the world — from global enterprises to independent owner-operators — to improve safety, increase productivity, and elevate operational standards. We are one of the fastest-growing manufacturing companies in the United States, recently ranked fourth nationally, and we just closed a $20M Series B to fuel our next chapter at the intersection of AI, hardware, and real-world impact. Backed by leading investors including Y Combinator (S19), Cubit Capital, Idea Fund Partners, Danu Ventures, and others, we're scaling quickly. We're building more than robots—we're building the future of physical AI. At Lucid Bots, we're building something extraordinary - and how we work matters just as much as what we build. These values guide how we hire, grow, and show up for one another. Expedition Behavior - We climb as one. No silos, no "that's not my job." We protect the team and share the load. Grow with Humility - We're relentless learners. We seek feedback, own mistakes, and get better every day. Lift People Up - Humans come first. We care fiercely, speak honestly, and design for real people in real conditions. Build the Extraordinary - We take ownership, reject the ordinary, and run toward hard problems. We live Above the Line: we take responsibility, create solutions, and shape the future. If these values energize you, you'll thrive here. If they feel like too much, this may not be the right climb - and that's okay.

Requirements

1–2 years of experience in customer support, customer success, operations, or a related field, and you're eager to grow your technical depth.
Obsessed with your customers — you deliver timely, empathetic, and accurate support that builds trust in every interaction.
Own inbound support end to end: monitoring and responding to requests through a ticketing workflow (HubSpot or equivalent), troubleshooting common hardware, software, and operational questions using established SOPs, and resolving routine issues within SLA targets.
Escalate the right things at the right time — routing complex or novel issues to the RCA team, CSMs, Engineering, or Operations — while keeping ownership of the customer relationship and communication.
Reduce repeat issues by documenting recurring problems, solutions, and best practices, and by spotting patterns that improve playbooks and training.
Coordinate cross-functionally: initiating RMA/service workflows with Operations, managing the regional loaner fleet logistics to and from customers, and supporting CSMs with clear account notes and summaries.
Communicate clearly, explaining technical concepts in language customers can actually use.
Highly organized and detail-oriented, and you consistently move the needle on CSAT, SLA attainment, and time-to-value.

Responsibilities

Monitor and respond to inbound support requests via HubSpot ticket workflow (or equivalent CRM/helpdesk).
Troubleshoot common hardware, software, and operational questions using established SOPs.
Resolve routine technical issues within defined SLA targets.
Escalate complex or novel issues to RCA team, CSMs, Engineering, or Operations as appropriate.
Maintain proactive and professional communication throughout issue resolution.
Manage Loaner fleet for region (logistics to/from customer)
Document recurring issues, solutions, and best practices in the knowledge base.
Identify patterns in support cases and suggest playbook or training improvements.
Capture customer feedback and share relevant insights with Customer Success and Product teams.
Initiate RMA/service workflows with Operations as needed.
Partner with Engineering during escalations while maintaining customer-facing ownership.
Support CSMs with account notes, summaries, and documentation.