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- Tasks: Provide empathetic support to our Lumenate community and solve customer issues.
- Company: Join a fast-growing startup revolutionising mental wellbeing with innovative tech.
- Benefits: Remote-first work, flexible hours, and opportunities for personal growth.
- Why this job: Be part of a mission to make transformative meditation accessible to everyone.
- Qualifications: Passion for helping others, strong communication skills, and adaptability to technology.
- Other info: Collaborate with a dynamic team and shape the future of customer support.
The predicted salary is between 30000 - 42000 £ per year.
We’re Lumenate, the consciousness-shifting meditation app (and now hardware product - Nova!) designed to effortlessly immerse you into deep states of rest, relaxation and inner exploration. Developed through thousands of EEG brain scans, Lumenate uses precise flickering light sequences (from your phone’s flashlight or the Lumenate Nova) to gently synchronise your brainwaves, guiding you into a deeply meditative, semi-psychedelic state. So far over 1.5M users have joined our mission to revolutionise mental wellbeing by making powerful, transformative states accessible and effortless for all.
As part of a small but growing startup team, you’ll play a key role in delivering thoughtful, empathetic, and high-quality support to our Lumenate community, ensuring every interaction reflects our values. We’re driving to offer human level support at scale, and you’ll be playing a central role in this. Day-to-day your primary focus will be on solving issues facing customers (from in-app bugs to questions about our new device, the Nova). Longer-term you’ll also have the opportunity to shape these systems, content and tooling that make support effortless at scale.
We’re remote-first, with an office hub in Bristol and a co-founder in Liverpool… so if you’re near either city, hybrid working would be possible. We also have ad-hoc full-team meet-ups in Bristol.
Responsibilities
- Responding promptly to customer questions and issues through our in-app/email support platform (Intercom) to ensure the best possible experience from Lumenate.
- Increasing impact we deliver as a business.
- Collaborating with our developers, designers and co-founders as necessary to solve the issues our customers are facing.
- Working closely with our Support Lead and Co-Founder to optimise Support Ops: Solving the problem of how we can offer this level of support at scale.
Requirements
- You don’t need years of experience- what matters most is your attitude, communication skills, and passion for helping people:
- Human-first problem-solving – We’re looking for an enthusiastic & detail-oriented individual who wants to apply these skills to customer support within the wellbeing space.
- Strong analytical & critical-thinking skills – Excited by combining different data sources, spotting patterns, finding root causes and helping build responses that scale beyond one-off answers.
- Adaptability to Technology - With us now offering a digital and physical product, you’ll have to be comfortable learning and using all the tools we have in our multi-platform eco-system.
- Passion about the product(s) we’ve created here at Lumenate!
Bonus Points
- Prior professional experience in a customer-facing support role (e.g. SaaS, CRM platforms, consumer tech).
How To Apply
Email through to careers@lumenate.co with subject line: Customer Support: Application and explain why you’re excited about the potential of working at Lumenate in this role. Then follow LinkedIn application steps to submit your CV.
Customer Support employer: Lumenate
Contact Detail:
Lumenate Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support
✨Tip Number 1
Get to know Lumenate inside out! Dive into the app, explore its features, and understand how it helps users. This way, when you chat with us during interviews, you can show your passion and knowledge about our mission.
✨Tip Number 2
Practice your problem-solving skills! Think of common customer issues and how you’d tackle them. We love seeing candidates who can think on their feet and come up with creative solutions.
✨Tip Number 3
Network with current employees or others in the industry. Reach out on LinkedIn, ask questions, and get insights about the company culture. It’ll help you stand out and show your genuine interest in joining our team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to be part of our growing community at Lumenate.
We think you need these skills to ace Customer Support
Some tips for your application 🫡
Show Your Passion: When you write your application, let your enthusiasm for Lumenate and its mission shine through. We want to see why you're excited about helping people with their mental wellbeing and how our products resonate with you.
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Customer Support role. We’re looking for human-first problem solvers, so emphasise any past roles where you've helped customers or solved issues.
Be Clear and Concise: In your email application, keep it straightforward. Explain why you want to join us at Lumenate and how you can contribute to our mission. A clear, well-structured message will make a great impression!
Follow Application Steps: Don’t forget to follow the application steps carefully! Email us at careers@lumenate.co with the right subject line and then submit your CV via LinkedIn. We appreciate attention to detail!
How to prepare for a job interview at Lumenate
✨Know the Product Inside Out
Before your interview, make sure you dive deep into Lumenate's app and the Nova device. Understand how they work, their features, and what makes them unique. This will not only show your enthusiasm but also help you answer questions about the product confidently.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully solved customer issues. Highlight your human-first approach to problem-solving and how you can apply that to enhance the customer experience at Lumenate.
✨Be Ready to Discuss Technology Adaptability
Since Lumenate operates in a multi-platform ecosystem, be prepared to discuss your comfort level with technology. Share any experiences where you've quickly learned new tools or systems, as this will demonstrate your adaptability and eagerness to grow.
✨Express Your Passion for Wellbeing
Lumenate is all about mental wellbeing, so let your passion shine through during the interview. Talk about why you care about mental health and how you believe Lumenate's mission aligns with your values. This personal connection can set you apart from other candidates.
