About the role
Making preventive health the default for every human in Europe
The mission
At Lucis, we believe healthcare should be preventive, not reactive. We’re building the OS for human longevity to help people add more healthy years to their lives. You can read more about who we are and how we work here.
The role
We’re looking for a reliable, empathetic Customer Support Specialist to be on the front line for our customers and lab partners, with core responsibility for weekend coverage.
You’ll help users move smoothly from ordering a test to receiving and understanding their results, and you’ll coordinate with our lab network when things get complex.
This individual contributor role, responsible for:
- Providing friendly, timely support to customers via email, Intercom chat and phone, resolving questions about account setup, the testing process, results and general platform use.
- Acting as a point of contact for collaboration and troubleshooting with our lab partner network, ensuring smooth coordination and clear communication.
- Logging and tracking customer interactions accurately in our support tools, escalating issues to internal teams (ops, labs, product, engineering) when needed.
- Helping manage operational issues (e.g. missing samples, delays, bugs) and keeping customers informed while we resolve them.
- Spotting common user pain points and sharing insights to improve support flows, FAQs and product experience.
- Maintaining a high standard of professionalism and confidentiality when handling sensitive health‑related information.
