Making preventive health the default for every human in Europe

The mission

At Lucis, we believe healthcare should be preventive, not reactive. We’re building the OS for human longevity to help people add more healthy years to their lives. You can read more about who we are and how we work here.

The role

We’re looking for a reliable, empathetic Customer Support Specialist to be on the front line for our customers and lab partners, with core responsibility for weekend coverage.

You’ll help users move smoothly from ordering a test to receiving and understanding their results, and you’ll coordinate with our lab network when things get complex.

This individual contributor role, responsible for:

• 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’re passionate about the future of human health and want your work to help people stay healthy for longer. You move quickly from idea to execution, take full ownership of what you build, and work best with talented people who care as much as you do.

You thrive in fast‑moving environments, learn by doing, and value feedback as a way to continuously improve. You use AI the way others use a calculator: naturally, to go faster and think bigger.

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.

How we work

We work together from our Paris hub. We’re passionate about what we’re building and believe the fastest way to create something exceptional is side by side. We’re open to relocation support for the right individuals, and we welcome missionaries who travel to work with us in Paris on a regular basis.

• 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

At Lucis, AI isn't just our product, it's our engine. 100% of our teams are equipped with the best AI agents. You have carte blanche to explore and automate everything that can be, so you can focus exclusively on high-value work.