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Customer Success Associate

Los Angeles, CA

Ensure customers achieve success and find meaningful value through partnering with Lumi.


About Lumi

Lumi helps ecommerce brands produce memorable and sustainable packaging through our online platform and worldwide network of factories. Tens of millions of packages are being shipped every year with Lumi products.

By joining Lumi you will have a front row seat to the rapidly changing way people buy things, and the supply chain behind everything that gets shipped to your doorstep. Learn more →

About the role

As a Customer Success Associate, you’ll act as a liaison between Lumi and our customers. You’ll work closely with our sales, supply chain, product, pricing, and packaging engineering teams to ensure customers feel supported.

Responsibilities

  • Demonstrate the value of Lumi by providing incredible customer support
  • Communicate with customers via email, phone, and live chat to answer inquiries or to proactively address potential issues
  • Assist customers with utilizing the Lumi dashboard and be an expert on our platforms
  • Document all inquiries into appropriate platforms
  • Build and strengthen customer relationships by acting as the voice of the customer
  • Collaborate with internal stakeholders to problem solve and provide solutions for customers
  • Manage customer email inboxes: delegate and respond accordingly
  • Identify up-sell opportunities as well as expanding business and reorders

Qualifications

  • 3-4+ years customer-facing experience
  • Excellent communication skills (verbal and written)
  • Experience with efficient issue resolution is crucial
  • Demonstrated organizational skills and attention to detail
  • Ability to digest and explain complex information clearly and concisely
  • Experience in ecommerce, packaging, manufacturing, logistics, or supply chain industry preferred
  • Competency with CRM’s such as Salesforce or Zendesk is a plus

Benefits

  • Stock options
  • Competitive salary
  • Paid time off
  • Healthcare plan
  • SIMPLE IRA retirement plan
  • Laptop or desktop computer
  • Company events and happy hours

What we look for

Our team is made up of people from diverse backgrounds, often working remotely across the world. We believe cross-pollination is one of the best ways to foster community and new ideas. For that reason we encourage people from all backgrounds to apply to any of our positions.

Creating a great environment for everyone on the team is something we care deeply about. There are a few qualities we look for in anyone joining Lumi. Here are some of the questions we'll be asking ourselves when reviewing your application:

  • CuriosityYour role will evolve as time goes on. Do you have an eagerness to learn new skills, adapt to new situations and get out of your comfort zone?
  • Communication: Whether it is in written or spoken form, are you able to communicate clearly and concisely with others?
  • EmpathyDo you collaborate well with others? How do you deal with disagreements? Do you relate to the challenges we seek to solve for our customers?
  • Work ethicDo you have a can-do attitude? In the ever-moving world of logistics, will you do your best to not keep others waiting? Can we rely on you to bring rigor and enthusiasm necessary to your work?
  • Good tasteAre you attentive to details? Do you care about creating an elegant, pleasant experience for customers and those around you?


Note that due to the volume of applications we are not able to reply to everyone. Rest assured, we do read every application. Thanks for considering us!