Customer Experience Specialist

Hybrid-Norcross, GA; Carrollton, GA; Avon, CT; Sturbridge, MA; Somerset, NJ

About the role

Composing the core of a brighter world LIGHTERA has one of the longest and most respectable corporate lineages in American business, which goes back to Alexander Graham Bell and the invention of the telephone more than a century ago. We have a proven track record of being first in the industry with application specific fibers, optical connectors, ribbon cables, erbium doped fibers, Raman fiber lasers, fiber gratings and more. Our mission is to provide leading optical innovations and solutions by designing, manufacturing and supplying the best optical fibers, fiber cable and components and devices for our customers, with exceptional service that creates value for our shareholders, customers and employees. To do so, we must continue shaping the future of communications by applying the best minds to the challenges our customers will continually face. Our mission is simple and bold: to build brighter, more connected communities through cutting‑edge optical technologies.

Position Summary Customer Experience Specialist duties include but not limited to managing customer inquiries, feedback, and technical support through live chat, email, social media, and ticketing systems. This role helps drive continuous improvement in customer experience by identifying recurring trends, supporting team collaboration, and ensuring consistent communication across various time zones.

Working at LIGHTERA means having the opportunity to realize ideas, experience innovation, and discover new solutions for the future.

Responsibilities

• Communication: Manage and respond to incoming customer support requests.
• Issue Resolution: Diagnose and troubleshoot customer issues related to website navigation, account setup, and online orders, providing solutions or escalating issues to the appropriate technical teams.
• Platform Navigation: Utilize CRM software and help-desk ticketing systems to log interactions, track cases, and document customer feedback.
• Brand Representation: Maintain a professional, empathetic, and brand-consistent tone in all written communications while helping to de-escalate issues and build customer loyalty.
• Cross-Functional Collaboration: Communicate customer feature requests, bug reports, and recurring concerns to Product Development and Marketing teams to support continuous improvement of web services.
• Team Collaboration: Partner with internal teams across Customer Support, Product,