Customer Success Specialist

Lucid Bots • Charlotte, NC

2d • Hybrid

About The Position

As a Customer Success Specialist, you are the first-line advocate for the operators who put Lucid Bots robots to work every day — and their early experience with us runs through you. This role is where customer trust is won or lost, one interaction at a time: you'll resolve inbound support requests, guide customers through foundational workflows, and make sure they hit their early value milestones fast. Beyond firefighting, you'll build the knowledge base and documentation that make the entire Customer Success function smarter and faster over time. It's a rare front-row seat to how hardware, software, and real-world field deployment come together at a fast-scaling robotics company. If you're highly organized, genuinely energized by helping people succeed, and eager to build deep technical fluency in robotics-enabled platforms, this is a launchpad.

Requirements

• 1–2 years of experience in customer support, customer success, operations, or a related field.
• Eagerness to grow technical depth.
• Obsessed with customers — 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 (HubHubspot 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.
• 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.

Benefits

• Health, dental, and vision insurance
• 3% retirement match
• 15 days of paid time off (PTO)
• 3 sick days
• 11 paid holidays, with 3 of those being floating holidays
• Employee stock option plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed