At LumiQ, we’re on a mission to make professional education enjoyable. As a modern, audio-first learning platform, we empower accounting and finance professionals to fulfill their continuing professional development requirements through engaging podcasts. Over the past five years, we’ve cultivated a devoted customer base of over 1,000 corporate and accounting firms across North America.

LumiQ is proud to be a 2024 Deloitte Fast 50 winner. We’re creating awesome proprietary content, nailing our go-to-market strategy, and being the first to shake up the industry. Most recently, we secured a strategic investment from Vertu Capital to fuel our expansion globally and continue executing on our exponential growth plans.

LumiQ is also a certified Great Place to Work! We’re all about transparency, ownership, innovation, and empathy. If you’re ready to make a real impact and help us transform professional education, we’d love to hear from you!

Reporting to our Manager, Customer Success, the Customer Support Associate will ensure our customers are getting the most out of the LumiQ platform.

What You'll Do:

• Manage customer conversations across all our support channels (email, chat, and phone)
• Answer customer inquiries and escalate complex issues to the appropriate team to ensure rapid support
• Proactively take steps to enhance the customer experience
• Share relevant customer feedback to help us improve our offerings
• Evaluate our customer support processes, devise improvements, measure results, and iterate
• Report on critical customer support metrics and identify noteworthy trends
• Drive a seamless customer experience that creates positive sentiment for our brand
• Develop in-depth knowledge of our offerings and provide informative support and tailored recommendations to customers.
• Collaborate with our customer success and product teams to drive constant improvements.
• Maintain accurate records of customer interactions and steps taken to resolve issues.

Who You Are:

• Strong written and verbal communication skills
• Friendly and empathetic demeanour
• Exceptional problem-solving ability, backed by good judgment
• Ability to respond to customer questions using social media
• Ability to collaborate across departments and teams
• Bonus Points for:
• Experience in a customer-facing role, preferably handling customer service, care, or success
• Proven track record of delighting customers and exceeding their expectations
• Proficiency with customer service software
• Excellent attention to detail
• Ability to communicate in more than one language

If you think your experience is most of the way, there we’d still love to meet you!

Please note this is a flexible hybrid role based out of Toronto, Canada. Employees will be expected to be able to commute to the office 2 times a week. However, for training & onboarding purposes, the in-office expectation time will increase.

Benefits and Perks:

• Health Benefits are available after 3 months with us, including a yearly health spending account. You'll also have access to an Employee Assistance Program for additional support if needed.
• Hybrid Work Style: The best of both worlds. Enjoy remote work and a downtown Toronto office with snacks, events, and ping pong.
• Monthly team social events: (Super Smash Bro party, hot chocolate bar, Blue Jays game, Hot One's Challenge are just a few examples of what we have done in the past).
• Schedule flexibility: We know our employees have lives outside of work and don’t mind if you need to run to a mid-day doctor's appointment or pick up a kid early from school!
• Nomad policy: Work remotely 4 weeks of the year from anywhere in the world.
• Endless Learning: Our platform isn't just for accountants. Listen to podcasts on soft skills, career development, leadership, and more.
• LumiQ Clubs: Join an existing club or start your own!