Customer Success Specialist

About Lucid Bots

Lucid Bots is a leading AI robotics manufacturer in the United States, specializing in exterior cleaning drones and robotic solutions for commercial and government users. Since 2018, the company has developed highly productive, responsible robots designed to address demanding maintenance challenges safely and effectively. With over 500 robots operating globally, Lucid Bots has helped operators generate upwards of $75 million in revenue while focusing on jobs that are dull, dirty, and dangerous.

Based in Charlotte, North Carolina, Lucid Bots designs, engineers, manufactures, and supports all its products domestically. Their robots serve a wide range of clients including large enterprises and independent operators aiming to improve safety, efficiency, and operational standards. Lucid Bots is among the fastest growing manufacturing firms in the nation, recently ranked fourth nationally, and has secured a $20 million Series B funding round to advance its integration of AI and hardware technology, with support from notable investors such as Y Combinator and Cubit Capital.

The company operates with a strong set of core values emphasizing teamwork, humility, care for people, ownership, and proactive responsibility, fostering a culture where employees support one another and aim to build exceptional solutions.

Role Overview

The Customer Success Specialist will serve as the frontline advocate for customers in the West territory who utilize Lucid Bots' robotic equipment. This position is critical for establishing customer trust through resolving support inquiries, guiding users through initial workflows, and ensuring fast achievement of key milestones. Responsibilities include managing incoming support requests, troubleshooting hardware and software issues, escalating complex cases appropriately, maintaining clear communication, and contributing to the continuous improvement of the customer support knowledge base.

Key Responsibilities

• Manage inbound support tickets through a CRM or helpdesk system, responding promptly and effectively.
• Troubleshoot common issues related to hardware, software, and daily operations using standard operating procedures.
• Resolve standard technical problems within specified service level agreements.
• Escalate complex or unusual problems to specialized teams while maintaining customer communication.
• Coordinate the regional loaner equipment fleet logistics between the company and customers.
• Create and update documentation of frequently encountered issues, solutions, and best practices to enhance team knowledge.
• Analyze support trends to suggest improvements in training materials and procedures.
• Collect and relay customer feedback to Customer Success and Product departments.
• Collaborate with Operations to initiate returns and service processes as necessary.
• Work with Engineering during incident escalations while retaining customer communication responsibility.
• Assist Customer Success Managers with detailed account documentation and summaries.

Qualifications and Skills

• 1 to 2 years of experience in customer support, customer success, operations, or related roles, with a keen interest in expanding technical expertise.
• Strong customer focus demonstrated through delivering empathetic, accurate, and timely support that builds client trust.
• Proficient at handling end-to-end support workflows including ticket monitoring, troubleshooting, and SLA-driven resolutions.
• Appropriate escalation judgment, managing complex issues while preserving customer relationships.
• Ability to document recurring problems and identify patterns to improve service processes.
• Capability to coordinate cross-functional activities including equipment logistics and interdepartmental collaboration.
• Clear communication skills with an ability to explain technical concepts in accessible language.
• Highly organized with attention to detail and a track record of improving customer satisfaction and operational metrics.

Benefits and Perks

• Health, dental, and vision insurance coverage.
• 3% employer matching on retirement contributions.
• 15 days of paid time off annually, plus 3 sick days.
• 11 paid holidays, including 3 floating holidays.
• Eligibility to participate in an employee stock option plan.

Additional Information

This position is a hybrid role located in Charlotte, North Carolina, requiring regular presence onsite at the company headquarters to collaborate closely with Customer Success, Engineering, and Operations teams. Candidates must be local to Charlotte or prepared to relocate.

The hiring process values personal engagement, and applicants are encouraged to submit a brief video explaining their motivation and unique attributes instead of relying solely on resumes.