Customer Operations Intern

Lucid Software is a leader in visual collaboration, helping teams see and build the future from idea to reality. With our products—Lucidchart, Lucidspark and Lucidscale—teams can align around a shared vision, clarify complexity, and collaborate visually, no matter where they're located. Our products, business and workplace culture have received numerous global and regional recognitions, such as being included on the Forbes Cloud 100 and being named a Fortune Best Workplace in Technology. Lucid is a hybrid, remote-friendly workplace, providing employees the flexibility to work where they are most productive. Our employees embody our four core values of teamwork over ego, innovation in everything we do, individual empowerment, initiative, and ownership, and passion and excellence in every area. 

Since the company’s founding, Lucid has received numerous global and regional recognitions for its products, business, and workplace culture. These include being named a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and placing #19 on G2’s Best Software Products for 2022 list. Top businesses use our products all around the world, including customers such as Google, GE, and NBC Universal. Our partners include industry leaders such as Google, Atlassian, and Microsoft.

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. We're an operational team that uses both direct support interactions as well as scalable solutions to engage with our global consumers. As a Customer Operations Intern, you'll help launch Lucid's newest products and features and have the opportunity to impact how we help thousands of people around the world.  We represent the voice of the customer and work closely with cross-functional partners throughout Lucid to make our products and processes better. You will work our Engineering and Product Management teams to surface user issues, help improve our products, and streamline our internal and external communication. The Customer Operations team owns the relationships between Lucid products and users. You will be expected to work on the front lines assisting all Lucid customers, troubleshooting technical issues, and representing Lucid in critical situations.

• 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, 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

Qualifications:

• Currently pursuing a Bachelor's degree with a 3.0 cumulative GPA or higher
• 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

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

If you’d like to confirm job application information found on other hiring websites, please contact us directly at: [email protected]

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