CX Specialist

1 week ago

bangalore, India Lumos Labs (Lumosity) Full time

WHO WE ARE
Lumos Labs is a global leader in brain training. Since 2007, over 100 million people have improved their cognitive skills using Lumosity's science-backed brain training program. With more than 40 games targeting key areas such as Memory, Attention, Processing Speed, and Reasoning, Lumosity offers a daily mental workout on both web and mobile platforms (iOS and Android).
As we expand our mission, Lumosity is pioneering digital medicine. Leveraging our extensive technology, data, and over 100 peer-reviewed studies, we are developing digital programs aimed at treating, monitoring, and rehabilitating cognitive and neurological conditions. We are on the verge of launching our first digital therapeutic product, aimed at treating adult ADHD, following the successful completion of clinical trials.

In 2024, we are poised for significant growth with:
The rebuild and relaunch of Lumosity on a new tech stack.
Regulatory clearance and the commercial launch of our ADHD digital therapeutic.
Expansion of our research platform, supporting internal and external research collaborations.

Lumos Labs is headquartered in San Francisco, with key operations expanding globally, including in Bangalore.

WHAT WE’RE LOOKING FOR
We are looking for a motivated and empathetic Customer Support Specialist with proven experience in delivering excellent service and building strong relationships. The ideal candidate has exceptional written communication skills, a detail-oriented mindset, and the ability to multitask in a fast-paced environment. You bring a customer-first attitude, empathy, and problem-solving skills to address challenges effectively. If you thrive on simplifying complex issues and creating positive customer experiences, we’d love to hear from you

KEY RESPONSIBILITIES
Respond to customer inquiries via email in a timely and professional manner.
Identify customer needs and provide accurate, valid, and complete information.
Track and follow-up on all customer requests to ensure a high level of customer satisfaction.
Work closely with other departments to resolve issues and improve customer support strategies.
Document customer interactions for future reference.
Analyze and report product malfunctions (for example, by testing different scenarios).
Stay updated on new product features and functionalities.

WHAT YOU HAVE
Proven customer support experience, preferably in a similar role.
Strong written communication skills with keen attention to detail
Excellent communication and problem-solving skills..
Ability to multitask, prioritize, and manage time effectively.
Customer-centric mindset with a high level of empathy and patience.
Working knowledge of customer service software and databases.
Patient and cool under pressure.
Ability to turn complex information into simple language.

WHAT WE OFFER
A highly collaborative environment fostering innovation and growth.
Competitive salary and benefits package, including equity options.
Continuous learning and development opportunities.
The chance to work on cutting-edge digital health products that will change the future of cognitive health.
Hybrid work model based out of Bangalore, with flexibility to work remotely and in-office.

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