Customer Experience Specialist

Lumen is a leading health tech company empowering people to improve their metabolic health and lose weight sustainably, with revolutionary device-to-app technology that measures metabolism through a single breath.

Lumen helps 300,000 people worldwide understand how their bodies respond to nutrition, sleep, exercise, and stress levels in real time. It provides individualized recommendations that prioritize high-impact habits to improve metabolism and help people reach their weight loss goals.

We are looking for a Customer Experience (CX) Specialist to play a key role in delivering exceptional support and building meaningful relationships with our customers in a fast-growing health-tech company.

Our CX team plays a critical role in ensuring a seamless customer journey, supporting users throughout their experience with our product, and helping them achieve their health goals with confidence and clarity.

As a CX Specialist, your focus will always be on providing empathetic, accurate, and timely support, while representing the voice of the customer internally and contributing to continuous improvement across our processes and customer experience.

This is an excellent opportunity to be part of a customer-centric team, work with cutting-edge technology, and grow your career in a mission-driven environment.

Responsibilities

• Handle incoming customer inquiries via email and chat, providing accurate, clear, and timely assistance
• Respond to customer reviews and feedback across multiple platforms in a professional and brand-aligned manner
• Resolve customer issues efficiently, aiming for first-contact resolution whenever possible
• Support order and account management, including memberships, cancellations, renewals, shipping, returns, and upsell opportunities in line with company policies
• Perform basic product troubleshooting and explain results or app behavior clearly to customers
• Identify, document, and escalate complex or high-priority issues to the relevant internal teams
• Maintain high performance across key CX metrics, including response time, resolution rate, and CSAT
• Actively contribute to improving processes, documentation, and the overall customer experience

What we’re looking for

• Excellent verbal and written communication skills in English
• Proven experience in customer support or customer experience, preferably in a B2C environment
• Strong ability to handle challenging conversations, de-escalate issues, and respond with empathy and professionalism
• Comfortable working with ticketing systems and support tools (Salesforce experience is a strong advantage)
• High attention to detail and commitment to accuracy in customer communication
• Strong time-management and multitasking skills, with the ability to prioritize effectively in a fast-paced environment
• Willingness to learn and understand our product, including basic technical and results-related concepts

Skills that will help you excel in this position

• A customer-first mindset with a genuine passion for helping people
• Strong problem-solving and analytical thinking skills
• Ability to balance efficiency with quality and empathy
• A team player who communicates clearly and collaborates effectively across teams
• Comfortable working with KPIs and performance goals
• Curious, proactive, and motivated to continuously improve