Hybrid Robotics Customer Success Specialist

Lucid Bots; Charlotte (NC); Hybrid; 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

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.