Description
Lucid Software’s Customer Operations team helps users understand how to use its products, and uses incoming user data to improve product health.
Responsibilities:
- Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflows, and proactively identifying consumer needs
- Develop and maintain technical product expertise and work closely with other support and product/engineering team members to resolve user issues
- Identify and monitor key user operational metrics to help drive improvements to product and support offerings
- Collaborate with Engineering, Product Management, Marketing, and other cross-functional peers on specific user-impacting issues and bugs
- Assist in writing clear Help Center and user education content
- Engage with users in the Lucid Community
- Assist with ongoing operations, member administration, and growth of Lucid’s power user and community programs
- Investigate and process customer requests for cancellation and refunds over email
- Resolve customer concerns related to billing such as downgrades, duplicate charges, invoice changes, trial subscriptions, and declined payments
- Research accounts in which payments have been posted and customer disputes activity
- Develop a deep understanding of changing product offerings and account types and implement these changes into billing processes
- Communicate and follow up effectively with customers in a clear and timely manner
Requirements:
- Currently pursuing a Bachelor's degree with a strong academic performance
- A strong sense of personal ownership and responsibility
- Ability to translate complex technical ideas into simple, easy-to-understand content
- Strong written and verbal communication skills (both internally and externally)
- Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results
- Excellent analytical capabilities and problem-solving skills combined with sound business judgment in a fast-paced environment with evolving priorities
- Detail-oriented, organized, and a good team player
- Bias towards finding solutions versus shutting down ideas
This position is hybrid, combining remote work with in-person collaboration at the Raleigh, NC office two days per week (Tuesday and Thursday).