Hybrid Customer Experience Specialist — Global Support

OFS Optics; New Jersey; Hybrid; USD 47,000 - 67,000; Full time

Benefits offered by this job

Medical insurance

Tuition reimbursement

401(k) matching

Job summary

LIGHTERA is seeking a Customer Experience Specialist to manage inquiries and feedback across live chat, email, social media, and tickets. You will help drive improvements by identifying trends and ensuring consistent communication across time zones.

The role emphasizes collaboration with Product, Marketing, and Operations, handling complex issues, and maintaining a professional, empathetic customer experience. Hybrid work is available in multiple US locations.

Qualifications

• Excellent written communication with strong grammar, spelling and tone.
• Familiarity with web platforms, CMS, and digital tools.
• Experience collaborating across teams to resolve customer issues.

Responsibilities

• Manage and respond to incoming customer support requests.
• Diagnose and troubleshoot issues related to website navigation, accounts, and orders.
• Log interactions using CRM and ticketing systems.
• Maintain a professional, brand‑consistent tone in communications.
• Collaborate with Product, Marketing, and Operations to improve the customer journey.
• Coordinate across time zones to support customers.

Skills

Communication skills

Technical aptitude

Problem solving

Time management

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Windows

Microsoft Word

Excel

Job description

LIGHTERA is seeking a Customer Experience Specialist to manage inquiries and feedback across live chat, email, social media, and tickets. You will help drive improvements by identifying trends and ensuring consistent communication across time zones.

The role emphasizes collaboration with Product, Marketing, and Operations, handling complex issues, and maintaining a professional, empathetic customer experience. Hybrid work is available in multiple US locations.