Salary £30-35k (with EMI options)
About Lumenate
Lumenate is a pioneering mental wellbeing company, on a mission to measurably improve the mental wellbeing of millions of people through deeper states of consciousness.. The Lumenate app guides you into a deeply meditative, semi-psychedelic state – all from the flashlight on the back of your phone. We’ve then taken the core app experience to the next level with Lumenate Nova (our consciousness-shifting light mask) which unlocks deeper immersion and greater comfort. (Learn more over at https://lumenate.co/)
Role Summary
This isn’t a role for someone who just answers support questions. It’s for someone who answers them brilliantly and, while doing so, helps build the system that means fewer customers ever need to ask.
You’ll own the inbox, delivering thoughtful, empathetic support to our community – from in-app bugs and subscription questions to orders and set-up help for Nova. The inbox is where you’ll learn what customers need; the system (through Intercom) is where we fix it. Our Support Lead owns that system, and you’ll work hand-in-hand with them to improve it, so every question answered well once becomes one the system can answer next time.
How you’ll spend your time
- ~70% owning the inbox. Fast, warm, accurate answers in Intercom across the app, subscriptions, Nova, orders and shipping, including troubleshooting app and Nova issues. Every conversation is information: tag consistently, notice what keeps coming up, and ask why.
- ~30% building the system with our Support Lead:
- Help centre – writing and updating articles so customers can self-serve, and so AI answers are grounded in the right content.
- Intercom and connections – macros, routing, workflows and AI agent set-up, and proposing links to the rest of our stack (orders, subscription and app data, our engineering tracker).
- Feedback loops – working with our developers, designers and co-founders so the top reasons customers get in touch get fixed at source.
How we work with AI
We never see AI as a replacement for human support, but we do believe a lot of support doesn’t need a human to give the best experience. Managing a subscription, tracking an order, working through a set-up step: those customers want a fast, accurate answer, and a well-built system can give them one instantly, at any hour. That frees time for the conversations that really need it – someone who’s frustrated, has a sensitive issue, or needs real judgement. We’re aiming to embed AI fully in how support runs day-to-day, from resolving routine questions end-to-end to triaging, drafting replies and spotting patterns. AI leverage is what makes it possible for a small team to deliver caring, human-level support at scale, so the customers who need to speak with a human get to one as quickly as possible.
Role Location
We’re remote-first, with an office hub in Bristol.
Requirements
What matters most is your attitude, communication skills, and passion for helping people – combined with the instinct to fix the system, not just the ticket:
- Intercom experience (required) – You’ve worked hands-on in Intercom: the inbox, help centre, macros and workflows. Experience configuring an AI agent (e.g. Fin) is a strong plus.
- Systems mindset – When the same question comes up three times, your first thought is “how do we make sure it doesn’t come up a fourth?” You enjoy spotting patterns and finding root causes.
- AI-progressive – You already use AI in your work and are excited to go further; you know where it needs a human eye, and how to work within data‑protection rules on what customer information goes where.
- Clear, warm writer – You can explain something technical simply and accurately, whether in a one-line reply or a help‑centre article.
- Human-first – Detail‑oriented, motivated by helping people, and excited by the wellbeing space and what we’ve built at Lumenate.
- Working Hours – We work standard UK hours with flexibility around them; there are just a few weekly team meetings we ask everyone to join. You’ll coordinate leave with our Support Lead so one of you is always covering the inbox. This year that includes Christmas cover: Christmas Day off, but working the bank holiday on Monday 28 December, with a day off in lieu.
Bonus Points
- Shopify experience – order look‑ups, refunds, returns and exchanges, or integrating Shopify with Intercom.
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