Product Support Specialist

Summary

Join Lucid Software's Customer Operations team as an International Product Support Specialist and help launch our newest features, impacting how we assist thousands globally. You will manage technical issues, develop product expertise, and collaborate with various teams to resolve user problems and improve our products. This role requires strong communication skills, technical aptitude, and empathy for customers. You will work closely with international customers and adapt support content to market-specific needs. The position involves working out of the Amsterdam office two days a week. Lucid offers a hybrid workplace promoting work-life balance.

Requirements

• Bachelor's degree with strong academic performance or 1 year practical work experience
• Fluent in English and native in another language (preferably French, German, Spanish, or another European language)
• Excellent written and verbal communication skills, with the ability to explain complex subjects to non-technical end users
• Strong technical aptitude and passion to become a subject matter expert on Lucidchart and related domains
• Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results
• Strong empathy for customers and an inherent desire to solve problems creatively
• This role requires that you work out of our Amsterdam office two days per week on Tuesday and Thursday

Responsibilities

• Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflow 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
• Recognize the needs of international users and key international accounts, and build systems and processes to meet them
• Collaborate with Engineering, Product Management, and other cross-functional peers on specific user-impacting issues and bugs
• Cross-functionally collaborate with the internationalization team, the EMEA CS team, the EMEA sales team, and others to provide our international customers with the best product support experience
• Identify and monitor key user operational metrics to help champion improvements to our product and support offerings
• Engage with our users in the Lucid Community

Preferred Qualifications

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