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Customer Operations Intern - Raleigh

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Lucid Software

Mar 24

Applications are closed

  • Internship
    Full-time
    Summer Internship
  • Business, Operations & Strategy
  • Raleigh

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

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
  • 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

Lucid Software

The Visual Collaboration Suite to help teams see and build the future. Creators of Lucidchart, Lucidspark and Lucidscale

Technology
Industry
1001-5000
Employees
2010
Founded Year

Mission & Purpose

Lucid is a visual collaboration suite that helps teams see and build the future. Virtual whiteboarding, intelligent diagramming, and cloud visualization empower organizations to take plans from initial ideas to successful delivery. Together, they are utilized in over 180 countries by millions of users. Ninety-six percent of the Fortune 500 use Lucidchart, and customers include Google, GE, NBC Universal, and T-Mobile. Lucid’s partners include industry leaders such as Google, Atlassian, Amazon Web Services, Salesforce, and Microsoft. Since the Utah-based company’s founding in 2010, it has received numerous awards for its business and workplace culture. Since day one, the Lucid team has been scrappy, innovative, and wildly successful. The company holds true to its core values, including teamwork over ego, innovation in everything we do, individual empowerment, initiative, ownership, and passion and excellence in every area.