Lumabuilt · 3 hours ago
Customer Service Representative
United States
Part-time
Remote
Entry, Mid Level
$29/hr - $35/hr
2+ years expLumabuilt is a remote-first company operating in the technology-enabled services sector, delivering exceptional customer experiences to U.S. customers. They are hiring a remote Customer Service Representative to provide high-quality, timely resolution across multiple channels while improving customer satisfaction and operational efficiency.
ArchitectureConstructionManufacturing
Responsibilities
Respond promptly to inbound customer inquiries via phone, email, and live chat; resolve issues within established SLAs
Manage and triage tickets using helpdesk platforms (Zendesk / Salesforce Service Cloud); document interactions and resolution steps clearly
Troubleshoot account, billing, and product issues; escalate complex technical or policy cases to the appropriate teams with clear context and reproduction steps
Deliver empathetic, accurate support that drives high CSAT and first-contact resolution rates
Create and maintain knowledge‑base articles and standard operating procedures to reduce repeat contacts and improve agent enablement
Identify recurring issues and collaborate with product, engineering, and operations teams to implement permanent fixes and process improvements
Qualification
Required
Authorized to work in the United States and located within the U.S. (fully remote role)
2+ years of customer-facing support experience in SaaS, e-commerce, or consumer services
Hands-on experience with Zendesk or Salesforce Service Cloud and working knowledge of helpdesk ticketing workflows
Proven ability to support customers via phone, email, and live chat while meeting SLA and CSAT targets
Strong written English and experience creating or updating knowledge‑base documentation
Comfortable working asynchronously across time zones and adapting to flexible shift schedules
Preferred
Experience with Intercom, Freshdesk, or similar customer messaging platforms
Familiarity with CRM workflows and escalation procedures (Salesforce or comparable systems)
Experience supporting subscription billing, account management, or technical troubleshooting
Benefits
100% remote U.S. role with flexible scheduling to support work-life balance.
Competitive compensation, benefits package, and opportunities for career growth and training.
Company
Lumabuilt
Lumabuilt is a North American manufacturer of premium aluminum cladding systems, delivering extruded aluminum planks, battens, aluminum plate, ACM sheets, and fully fabricated ACM and plate rainscreen systems.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknown2021-06-28Series Unknown
2021-06-28Debt Financing
Company data provided by crunchbase