Support Engineering Lead
Apple changed the world with the App Store by making all kinds of consumer tech a click away. Lumos is doing that, but for all the apps a company uses. In short, we are building a company’s AppHQ to manage all apps in one place.
Here’s how it works: You go to the Lumos AppStore, request your app of choice, your manager approves the request in Slack and your account is created — instantly. No long IT ticket queues anymore. What if you stop using the app? Lumos automatically detects that and removes your license, saving the company money and improving security. In its essence, Lumos is creating the meta app for all apps.
🌟 Why You Should Join Lumos- 🚀 Jump on a Rocketship: In less than two years, our team has grown from 20 to ~80 people and our customer base has 10x’ed with companies like GitHub, MongoDB and Major League Baseball!
- 📈 Trust Renowned Backers: Andreessen Horowitz (a16z) backed us since the beginning. Also, Prospect (a platform where startup people evaluate different companies) called Lumos a 10x company among just a few other companies, beating startups like Rippling, Retool or Zapier.
- ⭐ Thrive in a Unique Culture: You’ll be one of the first 100 people to join. So, you'll have actual influence on the trajectory of the company. Most importantly, when we talk about Lumos, we don’t just talk about the products we create but also the distinctive philosophy we live by. Check out our values to see if it’s a fit.
As the Support Engineering Lead at Lumos, you're stepping into a transformative role that's central to our growth and customer commitment. Up until now, our customer support responsibilities were shared between the customer success and solutions engineering teams. As we gear up for rapid expansion in the coming years, you'll be the pioneer in crafting and executing our support strategy. This is where your vision comes to life – you'll build the foundations of our support operations from the ground up and recruit a balanced mix of technical and non-technical support talent. This role isn't just about leading; it's a unique entrepreneurial opportunity to apply your wealth of experience and create the kind of customer support team and systems you've always envisioned. 🌟
✨ Your Responsibilities
- Elevate the Customer Support Experience: Lead the charge in scaling Lumos's customer support. Your role is to blend human interactions with outstanding support metrics, ensuring Lumos continues to deliver a stellar customer-centric service.
- Leading by Doing: As we navigate our early growth stages, you will actively handle support tickets.
- Own the Helpcenter: Take full command of the helpcenter. Your mission is to ensure the helpcenter is a robust, self-service resource for customers. Lead initiatives for regular content updates, training, and feature documentation.
- Innovate through Projects and Initiatives: Implement strategies to improve key support metrics like Time-To-Resolution and CSAT. Your role involves leveraging AI, managing escalations, and establishing efficient cross-functional processes.
- Recruit and Develop Talent: Play a key role in hiring and nurturing both technical and non-technical support personnel. As a mentor and leader, you will cultivate a culture of continuous learning and professional growth within the team.
🙌 What We Value
We purposefully did not create a standard list of minimum qualifications because we care much more about your motivation, excitement, and potential to grow into the role than about your CV.
Instead of focusing on what people need to have, we focus on what people need to do. Additionally, we try to find out whether you would be a good fit for Lumos based on our values that define how we achieve outcomes and what characteristics we value.
We encourage you to apply even if you think you might not be perfect fit! 🤝
- 💯 Remote work culture (+/-4 hours Pacific Time)
- ⛑ Medical, Vision, & Dental coverage covered by Lumos
- 🛩 Company and team bonding trips throughout the year fully covered by Lumos
- 💻 Optimal WFH setup to set you up for success
- 🌴 Unlimited PTO, with minimum time off to make sure you are rested and able to be at your best
- 👶🏽 Up to (4) months off for both the Birthing & Non-birthing parent
- 💰 Wellness stipend to keep you awesome and healthy
- 🏦 401k contribution plan