Response Squad Agent

Luminance; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

Luminance, a pioneer of Legal-Grade AI, is seeking a proactive customer support professional to join our tech team in Greater London. You will be the first point of contact for technical queries via phone and Intercom, diagnosing straightforward issues and guiding customers through next steps.

You will document incidents, escalate complex problems, and work with second and third line teams to ensure timely, transparent communication throughout the lifecycle of requests.

Responsibilities

• Act as the first point of contact for all technical support queries via phone and Intercom
• Diagnose and resolve straightforward technical issues promptly and efficiently
• Triage more complex issues, ensuring they are accurately logged and escalated to the appropriate team
• Provide clear, professional and timely responses to all customers, even when a resolution is not immediate
• Keep customers informed of progress and expected next steps throughout the lifecycle of their request
• Maintain accurate records of incidents, resolutions and communications in the support system
• Follow internal processes and contribute to continuous improvement of support procedures
• Collaborate with second and third line teams to ensure smooth handover of escalated issues

Skills

Customer support

Intercom

Technical troubleshooting

Communication

Tools

Intercom

Job description

This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade™ AI for enterprise. Backed by internationally renowned VCs and named in both the Forbes AI 50 list of ‘Most Promising Private AI Companies in the World’ and Inc. 5000’s ‘Fastest Growing Companies in America’, Luminance is disrupting the legal profession around the globe.

We are looking for a proactive and customer focused customer support professional to join our tech team. This role is responsible for handling incoming queries and incidents, resolving issues that can be quickly fixed, and ensuring every customer receives a clear and timely response outlining next steps.

Key Responsibilities

• Act as the first point of contact for all technical support queries via phone and Intercom
• Diagnose and resolve straightforward technical issues promptly and efficiently.
• Triage more complex issues, ensuring they are accurately logged and escalated to the appropriate team.
• Provide clear, professional and timely responses to all customers, even when a resolution is not immediate.
• Keep customers informed of progress and expected next steps throughout the lifecycle of their request.
• Maintain accurate records of incidents, resolutions and communications in the support system.
• Follow internal processes and contribute to continuous improvement of support procedures.
• Collaborate with second and third line teams to ensure smooth handover of escalated issues.

Success in This Role

Success will be measured by the ability to resolve issues quickly where possible, maintain high levels of customer communication, and ensure no query is left without a clear response or next step.