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Lucid Bots is a fast-growing, venture-backed AI robotics manufacturer specializing in exterior cleaning drones and robotics for commercial and government applications. Founded in 2018 and recently closed a $20M Series B, the company has deployed over 500 robots enabling customers to generate $75M+ in revenue. Headquartered in Charlotte, NC, Lucid Bots designs, engineers, manufactures, and supports its products in the United States.
As a Customer Success Specialist, you will be the first-line advocate for operators using Lucid Bots robots in the field. This role is critical to winning customer trust during early deployment phases. You will monitor and respond to inbound support requests via HubSpot or equivalent CRM/helpdesk systems, troubleshoot hardware, software, and operational questions using established SOPs, and resolve routine technical issues within defined SLA targets. You will escalate complex or novel issues appropriately to the RCA team, CSMs, Engineering, or Operations while maintaining ownership of the customer relationship.
Key responsibilities include: managing the regional loaner fleet logistics (to/from customers), documenting recurring issues and solutions in the knowledge base, identifying patterns in support cases to improve playbooks and training, capturing and sharing customer feedback with Customer Success and Product teams, initiating RMA/service workflows with Operations, partnering with Engineering during escalations, and supporting CSMs with account notes and documentation. You will communicate clearly, explaining technical concepts in accessible language, and consistently drive improvements in CSAT, SLA attainment, and time-to-value.
This is a hybrid role requiring regular on-site presence at Charlotte HQ to collaborate with Customer Success, Engineering, and Operations teams. Candidates should be local to Charlotte or willing to relocate.
Requirements:
- 1–2 years of experience in customer support, customer success, operations, or related field
- Demonstrated ability to deliver timely, empathetic, and accurate support
- Proficiency with ticketing workflows (HubSpot or equivalent)
- Strong troubleshooting skills for hardware, software, and operational issues
- Ability to escalate appropriately while maintaining customer ownership
- Detail-oriented and highly organized with ability to spot patterns and improve processes
- Clear communication skills, especially explaining technical concepts to non-technical audiences
- Cross-functional coordination experience (RMA workflows, fleet logistics, account documentation)
