Customer Support Coordinator
Minneapolis, MN

Lucy helps enterprise teams make the most of their data. Built for the Fortune 1000, she reads, listens, watches and learns all of the data that you share with her—a one-stop, AI-powered knowledge platform for all the data organizations own and license. She was shaped by the needs of our clients and she continues to evolve with the market. Lucy exists to amaze, delight, and empower knowledge workers.

Lucy is seeking a Customer Support Coordinator to work alongside the Customer Success team, Development, Product, and directly with our customers to guarantee that Lucy is amazing, delighting, and empowering her users. With great attention to detail and efficient processes, you will work to alleviate issues customers encounter while working with Lucy. In this role you will get the opportunity to problem solve and create positive change in an organization that values experimentation, constant evolution, shared ownership, and responding with urgency.

What You Will Be Doing (Core Responsibilities)

  • Leading the addition and permissioning of new Lucy users
  • Responsible for overseeing all internal and external content integrations and confirming customer's information is properly available within Lucy
  • Maintaining a working understanding of Lucy's development process and timelines in order to effectively set and manage client expectations
  • Coordinating weekly support reviews to track performance and customer feedback
  • Working with Lucy's Development team to diagnose performance issues, identify solutions, and oversee execution
  • Working directly with clients to resolve their issues with urgency to deliver an experience with Lucy which reaches beyond their expectations
  • Responsible for creating plans/timelines for customer solutions while clearly communicating with the client
  • Collaborating with other departments to drive client engagement, satisfaction, retention, and expansion
  • Enhancing technology and processes for support functions to drive overall client satisfaction
  • Monitoring Lucy's infrastructure to ensure she's properly serving clients

Who You Are (Required Skills)

  • 2 to 5 years of experience in a Technical Support role
  • Experience working with modern support software and technology
  • Ability to support several enterprise clients simultaneously
  • Comfortable working in an agile environment and with agile frameworks
  • Rely heavily on data to make decisions and improve through constant, measured iterative experimentation
  • Strong empathy for clients and a passion for solving problems
  • Excellent communication skills

Who You Are (Nice to Haves)

  • Experience in a software as a service business
  • Deep understanding in support systems and processes
  • Experience in enterprise or technology consulting
  • Experience in customer service
  • Experience coordinating work across multiple technical teams
  • Experience as a Product Owner and/or Quality Assurance Analyst or in a similar capacity
  • Experience implementing technical solutions (APIs, webhooks, etc.); understanding technical jargon and processes

What You Embody

  • Excited about working in a startup environment
  • Must be enthusiastic, professional and highly proactive
  • Desire to dive in and learn in a fast-paced environment
  • Collaborative team player with the ability to shift gears quickly and efficiently
  • Dependable and reliable with clear thinking and attention to detail
  • Truly loves working in a creative environment, whose passion is evident in their work

Reasons You Will Love It

  • Competitive salary and bonus plans
  • Employee Stock Options
  • Work-life flexibility - we value your contributions above all
  • A supportive culture that desires to help you grow both personally and professionally
  • Autonomy – we will provide you with the tools and freedoms to do your best work

Apply Now

Our Core Values

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Constant Evolution

We exist in a market of constant change—changing technologies and changing solutions. We need to constantly evolve in an effort to always stay ahead of these changes to deliver value to our customers that our competitors cannot match.

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Respond with Urgency

When our clients & associates have questions or issues, we take these to heart as if they were our own. We will promptly respond and then triage to determine the appropriate process. Throughout the process, we will communicate with thoughtful urgency to understand, clarify, respond and resolve.

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Experimentation

We are forever curious and always learning. We look for opportunities to experiment and push the envelope on what we will do next. We learn from the results of those experiments both positive and negative.

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Shared Ownership

We are all shareholders. We are all in this together. Together we are building this business, and together we will share in its successes and failures; everyone has a say.