Experience Champion: Global Customer Support

Lightera, LLC; Franklin Township (NJ); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Tuition reimbursement

401(k) matching

Job summary

Lightera, LLC is seeking a Customer Experience Specialist in the United States to manage inquiries, feedback, and technical support across live chat, email, social media, and ticketing systems.

You will drive continuous improvement by identifying trends and collaborating with Product, Marketing, and Operations to ensure consistent, brand‑conscious communications across time zones.

This role emphasizes teamwork, problem solving, and a customer‑obsessed mindset to enhance satisfaction and loyalty.

Qualifications

• Exceptional written communication skills with strong grammar and tone.
• Familiarity with web platforms, CMS, and digital tools.
• Strong analytical and critical-thinking skills for issue resolution.

Responsibilities

• Manage and respond to incoming customer support requests.
• Diagnose and troubleshoot issues related to website navigation, account setup, and online orders.
• Log interactions and track cases using CRM and help-desk systems.
• Maintain a professional, empathetic brand voice in communications.
• Communicate customer feature requests and bug reports to Product and Marketing teams.
• Collaborate with internal teams to improve the customer journey.
• Analyze feedback to recommend process improvements.
• Coordinate across time zones to support customers and colleagues.

Skills

Communication skills

Technical aptitude

Problem solving

Time management

Discretion

Safety compliance

Education

High school diploma

Bachelor's degree preferred

Tools

CRM software

Help-desk ticketing systems

Content Management Systems

Job description

Lightera, LLC is seeking a Customer Experience Specialist in the United States to manage inquiries, feedback, and technical support across live chat, email, social media, and ticketing systems.

You will drive continuous improvement by identifying trends and collaborating with Product, Marketing, and Operations to ensure consistent, brand‑conscious communications across time zones.

This role emphasizes teamwork, problem solving, and a customer‑obsessed mindset to enhance satisfaction and loyalty.