Customer Support Associate

LumiQ • Toronto, ON

8d • CA$57,000 - CA$60,000 • Hybrid

About The Position

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.

Requirements

• Strong 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 Haves

• 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

Responsibilities

• 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 customer interactions
• Maintain accurate records of customer interactions and steps taken to resolve issues

Benefits

• Health Benefits are available after 3 months with us, including a yearly health spending account.
• Employee Assistance Program for additional support if needed.
• Hybrid Work Style: Enjoy remote work and a downtown Toronto office with snacks, events, and ping pong.
• Monthly team social events
• Schedule flexibility
• Nomad policy: Work remotely 4 weeks of the year from anywhere in the world.
• Endless Learning: Listen to podcasts on soft skills, career development, leadership, and more.
• LumiQ Clubs: Join an existing club or start your own!

What This Job Offers

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