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About the Role
LumApps is seeking individuals excited to participate in its transformation as an AI-powered Employee Hub, supporting companies in their digital transformation of communication, collaboration, and engagement. This role involves troubleshooting complex customer issues, providing solutions, and helping users navigate platform features, while collaborating with internal teams to improve the customer experience.
Responsibilities
- Provide timely support to customers through email and support ticket channels.
- Identify customer needs and guide users in understanding and utilizing platform features.
- Diagnose, troubleshoot, and resolve product-related issues and malfunctions.
- Test, replicate, and investigate a wide range of platform features and reported issues.
- Collaborate cross-functionally with internal teams across multiple time zones.
- Maintain accurate documentation and ensure all issues are properly logged.
- Effectively prioritize and manage multiple open issues simultaneously.
- Escalate unresolved or complex issues to the appropriate internal teams when necessary.
- Follow up with customers to confirm the successful resolution of technical issues.
- Contribute to internal knowledge bases and documentation by capturing technical insights, solutions, and customer use cases.
- Lead and contribute to initiatives aimed at improving support team efficiency and the overall customer experience.
- Participate in the rotating on-call schedule to respond to urgent issues or emergencies outside of regular business hours.
Requirements
- Experience in a Technical Support, Customer Support, or similar client-facing role.
- Ability to diagnose and troubleshoot technical issues, including API-related requests.
- Ability to communicate technical concepts effectively to non-technical users.
- Experience using help desk software and other support tools.
- Strong problem-solving and communication skills.
- Ability to provide step-by-step technical guidance, both written and verbal.
- Patience, attention to detail, and diligence when handling complex cases.
Skills
- Technical Support
- Customer Support
- Client-facing roles
- Troubleshooting technical issues
- API requests
- Communicating technical concepts
- Help desk software
- Support tools
- Problem-solving
- Communication
- Technical guidance (written and verbal)
- Patience
- Attention to detail
- Diligence
- Microsoft Azure certifications
- Google Workspace certifications
- Okta certifications
Location
- Lyon
- Paris
- Lille
- Sophia Antipolis
- London
- Barcelona
- Hamburg
- Austin
- Tokyo
- Zurich
- Krakow
Work Type
- On-Call Duties (voluntary)
Benefits
- 25 vacation days (prorated based on hire date)
- 9 sick days
- 10 paid holidays
- 2 floating holidays
- United Healthcare health insurance (100% employer-paid from day 1)
- 401k Retirement Plan (100% employer match up to 4%)
- Inclusive maternity & paternity leave
- Team Celebrations & Seasonal Events
About the Company
- LumApps is an AI-powered Employee Hub supporting companies in their digital transformation of communication, collaboration, and engagement.
- The platform is a proven leader in the Employee Experience market, deployed by Fortune 500 clients globally.
- LumApps is recognized as a leader in Gartner's Magic Quadrant for Intranet Packaged Solutions and Forrester Wave for Intranets.
- The company is part of the French Tech Next40/120 program.
- In 2025, LumApps partnered with Beekeeper to expand its reach to frontline employees.
- LumApps' mission is to make people feel they belong and have a purpose, creating an environment where employees are engaged and work towards common goals.
- Over 700 companies trust LumApps to improve productivity, transform employees into ambassadors, make employees more efficient and connected, reduce turnover, accelerate onboarding, improve collaboration, and enhance customer experiences.
- LumApps has over 600 employees across 11 global offices.
- The company is undergoing an ambitious growth phase with shareholder Bridgepoint to become the clear market leader.
- Core values include: 'be bold, do amazing things', 'say what you mean, do what you say', 'one team, same mission', 'always be evolving'.
Equal Opportunity
- We aim to celebrate diversity and are committed to creating an inclusive environment for all employees.
- We encourage applications from candidates of all backgrounds, identities, and experiences.