Customer Success Specialist

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 escalate 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. ### **We'd Love to Hear from You!** Don't just apply. Stand out. The Reality: On paper, many resumes look the same. We don't hire paper; we hire people. While a video is technically optional, it is the single best way to separate yourself from the stack. The Promise: This is not a black hole. If you take the time to record it, we will take the time to watch it. What to Send: (2 mins max) Please do not read a script. Do not worry about editing or production value. Just open your camera and talk to us. - Why here? Why are you excited about Lucid Bots specifically? - Why you? What is the one thing about you that a resume can't capture? If you want the highest probability of an interview, send us a video.