Planned hiring
Customer Support Specialist (CSS)
Lucy is a proactive AI coach from Lucy Labs that lives on your desktop as a cloud-backed app.
Planned hiring. This description explains the work we are preparing to hire for; it is not a confirmed start date or offer.
Give enterprise customers reliable primary technical support for Lucy through diagnosis, clear communication and complete follow-through. Help users recover from problems affecting their use of the product and turn recurring issues into useful guidance and well-evidenced product feedback.
The role
Give enterprise customers reliable primary technical support for Lucy through diagnosis, clear communication and complete follow-through. Help users recover from problems affecting their use of the product and turn recurring issues into useful guidance and well-evidenced product feedback.
What you will own
- Own support intake, prioritization, routine troubleshooting, customer updates and verified closure for assigned tickets.
- Reproduce symptoms and capture relevant environment details and attempted remedies using approved diagnostic methods; protect customer information and avoid unnecessary sensitive-data collection.
- Explain supported recovery steps clearly and confirm whether they restore the customer's workflow.
- Route shared product defects to core Engineering and substantive architecture/capability needs to CSA with reproducible evidence and clear customer impact.
- Retain support communication and follow-through during specialist escalation; improve knowledge articles and identify recurring failure patterns.
Boundaries and reporting
Report to the staffed Support people leader; the CEO must name interim supervision while that role is vacant. James has no formal direct reports. Support owns primary technical support and the queue. CSA, under Thomas's field leadership, handles substantive technology and capability work and is not the default support or implementation staff. Setup is lightweight and largely presales. CSM and AD retain commercial and account ownership. Engineering owns shared product fixes; access, incident and privacy decisions follow the designated authorities.
What you bring
Demonstrated software troubleshooting, issue reproduction, prioritization and empathetic written communication. In a work sample, diagnose a product failure, distinguish a workaround from a confirmed fix, write a useful escalation and explain how you would verify resolution while protecting customer information. Experience supporting enterprise desktop/cloud products is useful.
Your first 90 and 180 days
By 90 days, learn Lucy's supported diagnostics, independently resolve common issues, route useful escalations and improve recurring guidance. By 180 days, show dependable closure and customer follow-through, reduce a documented recurring source of friction and contribute a practical support improvement. Work within funded coverage and agreed service commitments; no round-the-clock coverage is implied by one hire.
Useful measures
Response and resolution performance against agreed service targets, aging and reopened tickets, customer satisfaction, escalation quality and recurring-issue reduction. Review severity and complexity alongside volume so fast closure does not hide unresolved problems.
Next step
Express your interest
Email people@lucylabs.ai with the role title, a short introduction and relevant CV or portfolio. This is planned hiring; we will confirm current availability and the individual working arrangement.
Lucy Labs confirms the working arrangement, employer, location, eligibility, compensation and terms for each role. Our mailing address does not determine the job location or guarantee remote employment, worldwide eligibility or visa sponsorship.
Do not send passwords, government identifiers or bank details. Read the application privacy notice.
Frequently asked questions
Is this role open at Lucy Labs?
Lucy Labs lists this role as planned hiring. Availability depends on the need, team readiness and individual arrangement; it does not promise an immediate vacancy or start date.
Where does this work take place at Lucy Labs?
Lucy Labs confirms the working arrangement, employer, location, eligibility, compensation and terms for each role. Our mailing address does not determine the job location or guarantee remote employment, worldwide eligibility or visa sponsorship.
What does this role own at Lucy Labs?
Lucy Labs: Give enterprise customers reliable primary technical support for Lucy through diagnosis, clear communication and complete follow-through. Help users recover from problems affecting their use of the product and turn recurring issues into useful guidance and well-evidenced product feedback.
How do I express interest in Lucy Labs?
Email people@lucylabs.ai with the role title, a short introduction and relevant CV or portfolio. Lucy Labs uses the application to assess and respond to it; retention for future opportunities is a separate explained purpose and choice.
