About Lumenate:

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. Backed by world-class collaborators like Rosamund Pike and the John Lennon Estate, we’re scaling fast with the launch of Nova.

https://lumenate.co/

Role Summary:

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.

Role Location:

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:

1. 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.
2. Collaborating with our developers, designers and co-founders as necessary to solve the issues our customers are facing.
3. 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:

1. 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.
2. Then follow LinkedIn application steps to submit your CV.

Salary £26k (with stock options)