Customer Success Specialist

Customer Success Specialist

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.

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're building more than robots—we're building the future of physical AI.

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.

As a Customer Success Specialist, you will:

• Monitor and respond to inbound support requests via Hub Spot 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.

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 (Hub Spot 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…