Customer Care Specialist

The role

You will own the member experience end-to-end and support clients throughout their health journey. You will resolve inquiries via chat, email, and phone, and build and manage a support team.

What you will do

• Resolve member and lab partner inquiries via chat, email and phone
• Pick up the phone for delayed results, stressful moments, or confused members
• Work with the medical team to escalate health questions
• Turn recurring issues into structured feedback for product and ops teams
• Take part in initiatives to improve member experience
• Rebuild the Help Center
• Design proactive care for lab delays
• Automate repetitive workflows with AI

Required qualifications

• 1+ years in B2C customer care, support, hospitality, or any role where you dealt directly with customers
• Strong recent graduates with relevant experience are welcome
• Fluent in both English and French, written and spoken
• Exceptional attention to detail

Nice to have

• Used Intercom or similar support tools
• Used AI tools to automate part of your work
• Thrive in early-stage environments with high autonomy, rapid execution and clear communication

Benefits

• Relocation support for the right individuals

Before you apply

• Intro call, culture & role fit (20 min)
• Case study interview (30-60 min)
• Deep dive and team chat, on-site (2 hours)
• Reference calls

About the company

Lucis is building the OS for human longevity to help people add more healthy years to their lives through preventive healthcare.