Customer Success Specialist

About Lucid Bots

Lucid Bots is the leading U.S. AI robotics manufacturer of exterior cleaning drones and robotics for commercial and government applications. Founded in 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 globally.

Goal Of This Role

The Customer Success Specialist for the West territory is the first-line advocate for Lucid Bots operators. Your interactions determine whether customers trust Lucid Bots and achieve their early value milestones. You'll resolve inbound support requests, guide customers through foundational workflows, and document recurring issues to improve the Customer Success function.

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.
• 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.
• You're highly organized and detail-oriented.
• You're eager to grow your technical depth.
• You're passionate about delivering timely, empathetic, and accurate support.
• You own inbound support end to end, from monitoring and responding to requests to troubleshooting and resolving issues.
• You escalate the right things at the right time, ensuring customer relationships remain intact.
• You reduce repeat issues by documenting recurring problems and improving playbooks and training.
• You coordinate cross-functionally, managing the loaner fleet and supporting CSMs with clear account notes and summaries.
• You communicate clearly, explaining technical concepts in language customers can understand.

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.

The Promise

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.