Response Squad Agent

Luminance
London

This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade™ AI for enterprise. Backed by internationally renowned VCs and named in both the Forbes AI 50 list of ‘Most Promising Private AI Companies in the World’ and Inc. 5000’s ‘Fastest Growing Companies in America’, Luminance is disrupting the legal profession around the globe.


We are looking for a proactive and customer focused customer support professional to join our tech team. This role is responsible for handling incoming queries and incidents, resolving issues that can be quickly fixed, and ensuring every customer receives a clear and timely response outlining next steps.

Key Responsibilities

  • Act as the first point of contact for all technical support queries via phone and Intercom
  • Diagnose and resolve straightforward technical issues promptly and efficiently.
  • Triage more complex issues, ensuring they are accurately logged and escalated to the appropriate team.
  • Provide clear, professional and timely responses to all customers, even when a resolution is not immediate.
  • Keep customers informed of progress and expected next steps throughout the lifecycle of their request.
  • Maintain accurate records of incidents, resolutions and communications in the support system.
  • Follow internal processes and contribute to continuous improvement of support procedures.
  • Collaborate with second and third line teams to ensure smooth handover of escalated issues.

Success in This Role
Success will be measured by the ability to resolve issues quickly where possible, maintain high levels of customer communication, and ensure no query is left without a clear response or next step.

Requirements

  • Strong problem solving skills with the ability to quickly assess and resolve common technical issues.
  • Excellent communication skills, both written and verbal.
  • Experience with Intercom is a plus.
  • A customer first mindset with a focus on clarity and responsiveness.
  • Ability to manage multiple tasks and prioritise effectively in a fast paced environment.
  • Basic understanding of IT systems, networks or software support is desirable.
  • Experience working in a service desk or support environment is beneficial but not essential.

Key Behaviours

  • Proactive and solution oriented.
  • Calm under pressure.
  • Detail focused with good organisational skills.
  • Team player with a willingness to learn and develop.
Posted 2026-04-30

Recommended Jobs

Customer Lifecycle Marketing Manager - Professional Services

Michael Page
London

Full marketing lifecycle: acquisition, nurture, conversion, retention, expansion and win-back A data-led funnel strategy that improves conversion and accelerates pipeline Activation of customer…

View Details
Posted 2026-05-27

Data Officer - Outstanding Secondary School - Kensington

Marchant Recruitment
London

Start Date: As soon as possible Contract: Full-time, Permanent Salary: Paid to scale School Information This Outstanding-rated 11–18 secondary school in Kensington is known for its e…

View Details
Posted 2026-02-25

EYFS SEN Teaching Assistant | Outstanding Primary School...

Marchant Recruitment
London

ASAP Start | Long-Term | £90–£110 per day Are you eager to support young children with additional needs in a high-achieving London school? This exceptional Kensington & Chelsea primary is searchin…

View Details
Posted 2025-12-09

Reception Teacher — Independent School — Wandsworth —...

Marchant Recruitment
London

An inspiring Independent School in Wandsworth seeks a reflective Reception Teacher to join its Early Years team on a Part-Time basis with a January 2026 start. This Part-Time Reception Teacher role o…

View Details
Posted 2025-10-15

EYFS SEN Teaching Assistant | Inclusive Primary School in...

Marchant Recruitment
London

Immediate Start | Long-Term Role | £90–£110 per day Are you passionate about supporting young children during their early developmental stages? Do you have a nurturing, patient approach and a genu…

View Details
Posted 2025-12-09

Geography Teacher - Fieldwork & Rigour - Ealing

Marchant Recruitment
London

Geography Teacher – Lead Practical Fieldwork and Drive Academic Rigour in West London – Ealing A large, community-oriented secondary school in Ealing is recruiting a Geography Teacher with a …

View Details
Posted 2025-10-15

Client Accountant

Savills
London

Role Overview This role sits within a specialist client accounts team supporting Savills’ largest client on a daily‑priced fund, collaborating with three Client Accountants to provide a consistent…

View Details
Posted 2026-05-13

Financial Accountant

HAYS
City of London, Greater London

Job Description Group Financial Accountant for an AIM listed technology business based in London Your new company I am currently working exclusively with an AIM-listed technology business …

View Details
Posted 2026-06-09

US Tax Associate (Compliance) Big 4 Firm - London, UK

International Tax Search
City of London, Greater London

Our Big 4 client is seeking to hire a number of tax compliance focussed US tax associate level professionals for their London office. The London firms tax team is a rapidly expanding team of four …

View Details
Posted 2025-09-12

English Teacher (ECT Support) - Islington | "Outstanding"...

Marchant Recruitment
London

We are working with an Ofsted-rated "Outstanding" secondary school in Islington recruiting for an English ECT. The school is renowned for its focus on rhetoric and classical literature, offering a pr…

View Details
Posted 2026-01-27