Customer Experience Specialist

Lightera; Norcross (GA); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical

Dental

Tuition reimbursement

401(k) matching

Job summary

Lightera, based in Norcross, Georgia, seeks a Customer Experience Specialist to manage inquiries via live chat, email, social media, and ticketing systems while maintaining a professional and empathetic brand voice.

You will collaborate with Product, Marketing, and Operations to relay customer feedback, analyze trends, and drive ongoing CX improvements across time zones.

Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred.
• Minimum 3 years of computer experience with Windows, Word and Excel.
• Minimum of 3 years working with customers.
• Minimum of 3 years working with business processes.
• Excellent written communication with strong grammar, spelling, and tone.
• Familiarity with web-based platforms and CMS.
• Ability to analyze and resolve customer issues.
• Ability to manage multiple priorities in a high-volume environment.

Responsibilities

• Manage and respond to incoming customer support requests.
• Diagnose and troubleshoot website, account, and order issues.
• Log interactions in CRM and ticketing systems.
• Maintain brand-consistent, empathetic communications.
• Collaborate with Product and Marketing to relay customer feedback.

Skills

Communication

Technical aptitude

Problem-solving

Time management

Safety compliance

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

CRM software

Helpdesk ticketing

CMS

Office suite

Job description

Composing the core of a brighter world

LIGHTERA has one of the longest and most respectable corporate lineages in American business, which goes back to Alexander Graham Bell and the invention of the telephone more than a century ago. We have a proven track record of being first in the industry with application specific fibers, optical connectors, ribbon cables, erbium doped fibers, Raman fiber lasers, fiber gratings and more. Our mission is to provide leading optical innovations and solutions by designing, manufacturing and supplying the best optical fibers, fiber cable and components and devices for our customers, with exceptional service that creates value for our shareholders, customers and employees. To do so, we must continue shaping the future of communications by applying the best minds to the challenges our customers will continually face.

Our mission is simple and bold: to build brighter, more connected communities through cutting - edge optical technologies.

POSITION SUMMARY:

Customer Experience Specialist duties include but not limited to managing customer inquiries, feedback, and technical support through live chat, email, social media, and ticketing systems. This role helps drive continuous improvement in customer experience by identifying recurring trends, supporting team collaboration, and ensuring consistent communication across various time zones

Key Responsibilities

Communication: Manage and respond to incoming customer support requests.

Issue Resolution: Diagnose and troubleshoot customer issues related to website navigation, account setup, and online orders, providing solutions or escalating issues to the appropriate technical teams.

Platform Navigation: Utilize CRM software and help-desk ticketing systems to log interactions, track cases, and document customer feedback.

Brand Representation: Maintain a professional, empathetic, and brand-consistent tone in all written communications while helping to de-escalate issues and build customer loyalty.

Cross-Functional Collaboration: Communicate customer feature requests, bug reports, and recurring concerns to Product Development and Marketing teams to support continuous improvement of web services.

Team Collaboration: Partner with internal teams across Customer Support, Product, Marketing, and Operations to share insights, align on issue resolution, and improve the overall customer journey.

Customer Experience Improvement: Analyze customer feedback, case trends, and service interactions to recommend process improvements that enhance
responsiveness, satisfaction, and long-term customer loyalty.

Global Coordination: Work eƯectively across various time zones to support customers and colleagues, ensuring timely follow-up, clear handoffs, and continuity of service.

EDUCATION and EXPERIENCE:

Education: High school diploma or equivalent required; bachelor’s degree preferred.

Experience in optical fiber, connectivity, communications, networking, data
center, or related technology industries preferred.

Minimum 3 years of computer experience, including a working knowledge
of Windows, Microsoft Word and Excel

Minimum of 3 years working with Customers

Minimum of 3 years working with business processes.

• Communication Skills: Exceptional written communication skills with strong attention to grammar, spelling, and tone.
• Technical Aptitude: Familiarity with web-based platforms, content management systems (CMS), and modern digital communication tools.
• Problem-Solving: Strong analytical and critical-thinking skills with the ability to resolve complex customer issues.
• Time Management: Ability to manage multiple priorities, handle a high volume of digital interactions, and respond effectively to urgent requests.
• Demonstrate effective communication (verbal, written) skills.
• Maintain discretion when working with confidential and proprietary information.
• Strict adherence to company safety policies and procedures.
• Conform to all aspects of Lightera's "Standards of Conduct".
• Serve as a role model for safe work practices and behaviors.
• Additional duties as assigned.

Working at LIGHTERA means having the opportunity to realize ideas, experience innovation, and discover new solutions for the future. In addition to our dynamic work environment, we offer competitive salaries and generous benefits programs, including medical, dental, tuition reimbursement, and a matching 401(k) plan.

Employees are expected to serve as role models for safe work practices and behaviors. This includes following established health and safety policies and procedures, maintaining a clean, organized work area, wearing, and properly storing all personal protective equipment (PPE), and actively engaging as a safety conscious worker with personal safety and wellness as a priority.

Visa sponsorship not available. Applicants must be legally authorized to work in the United States now and in the future. The company does not provide visa sponsorship or any immigration support (including STEM OPT training plan) for this position

Note: Only those candidates selected for the interview process will be contacted.

About Lightera

Lightera is a global leader in optical fiber and connectivity solutions, delivering innovative technologies that drive communication networks, data centers, and specialty photonics applications. With a deep legacy of expertise in optical science, we provide high-performance solutions that enable faster, more reliable, and more sustainable connections for businesses, communities, and industries worldwide.

Headquartered in Norcross, Georgia, U.S.A., Lightera operates with a global footprint, serving customers across telecommunications, enterprise, industrial, generative AI, data centers, 5G/6G, utilities, medical, aerospace, defense, and sensing markets. Lightera is part of Furukawa Electric Group, a multi-billion-dollar leader in optical communications.

Lightera is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or status as an individual with a disability.

Location(s)

6305 Crescent Drive, Norcross , Georgia 30071 , United States

1 Brightwave Blvd, Carrollton , Georgia 30117 , United States

50 Hall Road, Sturbridge , Massachusetts 01566 , United States

Position Type

Full-time

Employee Class

Regular Employee