Customer Success Specialist

Lucid Bots; Charlotte (NC); On-site; CAD 83,000 - 105,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

3% retirement match

15 days PTO

3 sick days

11 holidays with floating days

Employee stock option plan

Job summary

Lucid Bots is seeking a Customer Success Specialist to be the frontline advocate for operators using our robotics systems. You will resolve inbound requests, guide customers through workflows, and help them achieve early value milestones.

You will help build the knowledge base and ideas for training, while coordinating with Engineering, Operations, and CS teams. A mix of hardware and software knowledge is valued in a fast-scaling robotics company.

Qualifications

• 1–2 years of experience in customer support or customer success.
• Ability to troubleshoot hardware/software and follow SOPs.
• Strong communication and problem-solving skills.

Responsibilities

• Monitor and respond to inbound support requests via ticketing workflow.
• Troubleshoot common hardware, software, and operational questions using SOPs.
• Resolve routine issues within defined SLA targets.
• Escalate complex issues to RCA team, CSMs, Engineering, or Operations.
• Maintain proactive and professional communication throughout resolution.
• Manage regional loaner fleet logistics to/from customers.
• Document recurring issues and solutions in the knowledge base.
• Capture customer feedback and share insights with CS and Product teams.
• Initiate RMA/service workflows with Operations as needed.
• Support CSMs with account notes and summaries.

Skills

Customer support

Customer success

Technical troubleshooting

Communication

Cross-functional collaboration

Organizational skills

HubSpot

Tools

HubSpot

Job description

About Lucid Bots

Lucid Bots is the leading U.S. AI robotics manufacturer of exterior cleaning drones and robotics for commercial and government applications. Since 2018, we've been building the world's most productive and responsible robots to tackle critical maintenance challenges. With industry-leading engineering and dedicated customer support, we've enabled operators to generate over $75 million in revenue, with a fleet of over 500 robots deployed to accomplish dull, dirty, and dangerous jobs with safety and efficiency.

Our mission is simple: extend human reach.

Headquartered in Charlotte, North Carolina, we design, engineer, manufacture, and support our products in the United States. Our production-ready robots are deployed by customers around the world — from global enterprises to independent owner-operators — to improve safety, increase productivity, and elevate operational standards.

We are one of the fastest-growing manufacturing companies in the United States, recently ranked fourth nationally, and we just closed a $20M Series B to fuel our next chapter at the intersection of AI, hardware, and real-world impact. Backed by leading investors including Y Combinator (S19), Cubit Capital, Idea Fund Partners, Danu Ventures, and others, we're scaling quickly.

We're building more than robots—we're building the future of physical AI.

Our Core Values and How We Work Together

At Lucid Bots, we're building something extraordinary - and how we work matters just as much as what we build. These values guide how we hire, grow, and show up for one another.

• Expedition Behavior - We climb as one. No silos, no "that's not my job." We protect the team and share the load.
• Grow with Humility - We're relentless learners. We seek feedback, own mistakes, and get better every day.
• Lift People Up - Humans come first. We care fiercely, speak honestly, and design for real people in real conditions.
• Build the Extraordinary - We take ownership, reject the ordinary, and run toward hard problems.
• We live Above the Line: we take responsibility, create solutions, and shape the future.

If these values energize you, you'll thrive here. If they feel like too much, this may not be the right climb - and that's okay.

Goal of This Role

As a Customer Success Specialist, you are the first-line advocate for the operators who put Lucid Bots robots to work every day — and their early experience with us runs through you. This role is where customer trust is won or lost, one interaction at a time: you'll resolve inbound support requests, guide customers through foundational workflows, and make sure they hit their early value milestones fast. Beyond firefighting, you'll build the knowledge base and documentation that make the entire Customer Success function smarter and faster over time. It's a rare front-row seat to how hardware, software, and real-world field deployment come together at a fast-scaling robotics company. If you're highly organized, genuinely energized by helping people succeed, and eager to build deep technical fluency in robotics-enabled platforms, this is a launchpad.

What You’ll Do

• Monitor and respond to inbound support requests via HubSpot ticket workflow (or equivalent CRM/helpdesk).
• Troubleshoot common hardware, software, and operational questions using established SOPs.
• Resolve routine technical issues within defined SLA targets.
• Escalate complex or novel issues to RCA team, CSMs, Engineering, or Operations as appropriate.
• Maintain proactive and professional communication throughout issue resolution.
• Manage Loaner fleet for region (logistics to/from customer)
• Document recurring issues, solutions, and best practices in the knowledge base.
• Identify patterns in support cases and suggest playbook or training improvements.
• Capture customer feedback and share relevant insights with Customer Success and Product teams.
• Initiate RMA/service workflows with Operations as needed.
• Partner with Engineering during escalations while maintaining customer-facing ownership.
• Support CSMs with account notes, summaries, and documentation.

Who You Are

• You bring 1–2 years of experience in customer support, customer success, operations, or a related field, and you're eager to grow your technical depth.
• You're obsessed with your customers — you deliver timely, empathetic, and accurate support that builds trust in every interaction.
• You own inbound support end to end: monitoring and responding to requests through a ticketing workflow (HubSpot or equivalent), troubleshooting common hardware, software, and operational questions using established SOPs, and resolving routine issues within SLA targets.
• You escape the right things at the right time — routing complex or novel issues to the RCA team, CSMs, Engineering, or Operations — while keeping ownership of the customer relationship and communication.
• You reduce repeat issues by documenting recurring problems, solutions, and best practices, and by spotting patterns that improve playbooks and training.
• You coordinate cross-functionally: initiating RMA/service workflows with Operations, managing the regional loaner fleet logistics to and from customers, and supporting CSMs with clear account notes and summaries.
• You communicate clearly, explaining technical concepts in language customers can actually use.
• You're highly organized and detail-oriented, and you consistently move the needle on CSAT, SLA attainment, and time-to-value.

Why Join Lucid Bots?

• Work directly with the founder of a fast-growing, venture-backed robotics startup.
• Be part of a team solving real-world problems with frontier technology.
• Get a front-row seat to fundraising, company building, and startup strategy at scale.
• Learn more in one year than most people do in five—this is a career accelerant.
• Help support the culture, pace, and systems of a company scaling fast and building things that matter.

Benefits

• Health, dental, and vision insurance
• 3% retirement match
• 15 days of paid time off (PTO)
• 3 sick days
• 11 paid holidays, with 3 of those being floating holidays
• Employee stock option plan

Additional Notes

This is a hybrid role based in Charlotte, NC. We are located in Charlotte, and this position requires a regular on-site presence at our Charlotte HQ to collaborate with the Customer Success, Engineering, and Operations teams. Candidates should be local to the Charlotte area or willing to relocate.