Making preventive health the default for every human in Europe

The mission

The role

• 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.

About you

You’ll fit in well if you

• Have 2-4 years of hands‑on customer support experience in a B2C environment (apps, platforms or other consumer services).
• Have worked in operationally complex or sensitive contexts e.g. health/wellness, logistics/delivery, fintech, insurance, travel - where things can break and you coordinate to fix them.
• Are comfortable working core hours on weekends and managing your time independently.
• Have experience handling high ticket volumes, SLAs and peak periods, and can stay calm when several issues hit at once.
• Can give examples of dealing with stressed or anxious customers and de‑escalating situations.
• Are data‑driven, curious and rigorous in how you make decisions and propose improvements.
• Have worked with creators, influencers or ambassadors, or are familiar with the creator economy (e.g. Instagram, YouTube, TikTok, LinkedIn collaborations).
• Take radical ownership of customer issues and prefer to follow problems through to resolution rather than just handing them off.
• Are a native French speaker and fluent in English, and can write clear, friendly messages in both.
• Have hands‑on experience with modern support tools (e.g. Intercom/Zendesk/Freshdesk) and at least one CRM or database tool (e.g. Attio, Notion, Airtable, HubSpot).

We might not be a fit if

• You need a clearly defined role with stable responsibilities.
• You prefer strategic advisory work over hands-on execution.
• You've only worked in large, well-established companies.
• You need perfect information before making decisions.
• You prioritise predictable 9–5 work over mission intensity.
• You're uncomfortable with frequent context-switching and urgent pivots.

• Rigor without ego: Audits, science and code all deserve the same high bar
• Radical ownership: Feedback loops are short; everyone contributes to building the best version of Lucis
• Velocity over perfection: We ship daily and prefer a good decision today over a perfect one next week