Customer Support

6 months ago

Toronto, Canada LumiQ Full time

We’re LumiQ - an audio-first professional education platform for CPAs. We help CPAs get their continuing professional development (CPD) hours through engaging podcasts with business leaders (the CFOs of Slack, Shopify, Yelp, Yahoo, TD Bank, and Wealthsimple just to name a few). CPD/CPE is the yearly required learning that CPAs generally dread doing. They’re tired of dealing with boring webinars, irrelevant content and product experiences that are out-of-date. That’s why they’ve flocked to LumiQ and our mission to make professional learning enjoyable.

With hundreds of companies signed up, we’re at the precipice of launching a global movement that’s going to massively change the professional education and podcasting industries. Following our recent Series A, we’ve expanded into the US market and are seeing wonderful early signs of traction.

Despite our lightning growth, we tend not to subscribe to the mantra of “move fast and break things.” Our goal is to build a profitable company, where our employees can learn and grow, and where customers see real value and genuinely enjoy using the product. We are building a company meant to last, and if this resonates with you, we hope you will consider joining us on our journey to transform professional education

Reporting to our Manager, Customer Success, the **Customer Support Associate **will ensure our customers are getting the most out of the LumiQ platform.

**Objective of this Role**:

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

**Responsibilites**:

- Answer customer inquiries and escalate complex issues to the appropriate team to ensure rapid support.
- Proactively take steps to enhance the customer experienceShare 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

**Required Skills and Qualifications**:

- 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

**Preferred Skills and Qualifications**:

- Experience in a customer-facing role, preferably handling customer service, care, or success
- Proven track record of delighting customers and exceeding their expectations
- Proficiency with customer service softwareExcellent attention to detail
- Ability to communicate in more than one language

If you think your experience is most of the way there we’d still love to meet you

This is a flexible hybrid role based out of Toronto, Canada. Employees will be expected to be able to commute to the office 1-2 times per week.

**Benefits and Perks**

**Nomad Policy**: Work from anywhere in the world for up to 4 weeks per year.

**Hybrid Work Style**: The best of both worlds. Enjoy remote work and a downtown Toronto office with snacks, events, and ping pong.

**Time Off to Recharge**: Great vacation day offerings as well as uncapped sick and mental health days.

**Health Benefits**: Medical, dental, and health spending account.

**Monthly Social Events**: Connect with your colleagues during baseball games, taco bars, escape rooms, and more.

**Flexibility**: We don't mind if you need to run to a mid-day appointment or pick up your kid early from school.

**Endless Learning**: Our platform isn't just for accountants. Listen to podcasts on soft skills, career development, leadership, and more.

**LumiQ Clubs**: Join an existing club or start your own.

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