Lucid is hiring a
Customer Operations Intern

Summary

The job is for a part-time Customer Operations internship at Lucid Software, a hybrid workplace that values diversity and has received numerous recognitions. The role involves managing technical issues, developing product expertise, identifying operational metrics, collaborating with cross-functional teams, and assisting in content creation.

Requirements

• 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

Responsibilities

• Manage technical issues by investigating and troubleshooting problems, escalate user issues, manage issue workflows, proactively identify 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
• 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

Preferred Qualifications

• Experience troubleshooting technical issues
• Experience in content creation
• Basic data analytics or statistical skills
• Teaching or mentoring experience