Description
Lucid Software’s Customer Operations team helps the countless users who rely on Lucid understand how to use our product, and we use the incoming user data to improve the health of these products.
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 our 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 our users in the Lucid Community
- Assist with the 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 our 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 our South Jordan, UT office two days per week (Tuesday and Thursday)