Customer Success Specialist

Summary

Join Lucid Software's Customer Operations team as a Billing Support Specialist and own the relationship between Lucid Software billing and our users. You will master solving complex billing issues, taking initiative and working cross-functionally to address user pain points. Investigate and process customer requests for cancellations and refunds. Resolve billing concerns such as downgrades, duplicate charges, and declined payments. Develop and maintain product and billing expertise, working with team members to resolve user issues. Develop a deep understanding of product offerings and account types, implementing these changes into billing processes. Continuously work with accounts to support successful product adoption. Develop and execute data-driven recommendations. Manage technical issues, investigate problems, and proactively identify consumer needs. Innovate processes and systems to improve billing support. Drive cross-functional initiatives to improve customer experience and loyalty. Lucid offers a hybrid workplace promoting work-life balance.

Requirements

• Bachelor's degree with strong academic performance
• 0-2 years of experience, preferably in a client-facing role
• Able to think strategically and tackle open-ended problems
• Detail-oriented, organized, and a good team player
• A strong sense of personal ownership and responsibility
• Strong communication skills, both written and verbal, with the ability to explain complex subjects to non-technical people
• Empathy and a passion for problem solving
• Bias towards finding solutions rather than dismissing ideas Ability to thrive in a fast-paced, dynamic environment
• Eligible to work in Australia

Responsibilities

• 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
• Develop and maintain product and billing expertise and work closely with other team members to resolve user issues in a timely manner
• Develop a deep understanding of changing product offerings and account types and implement these changes into our billing processes
• Develop an understanding of our customers’ business objectives and align Lucid’s strategies to support and achieve those objectives. Identify and monitor key user operational metrics focused on retention to help drive improvements to our product and support offerings
• Continually work with accounts to support ongoing successful adoption of key Lucid products and features
• Develop and execute data-driven recommendations at scale
• Manage technical issues by investigating and troubleshooting problems, recognizing patterns, escalating billing issues, managing issues workflow and proactively identifying consumer needs
• Innovate processes and systems to drive improvements to our billing support offering-- recognize opportunities for improvement and take the initiative to implement solutions
• Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers

Preferred Qualifications

• Additional language skills are a plus (ES, FR, JA, PT, DE)
• Technical aptitude and passion to become a subject matter expert in the Lucid Suite and related domains
• Desire to learn--you’ll often be answering questions that have never been answered before, which requires a high level of intellectual curiosity and an eagerness to dive into new problems, domains, tools, and techniques