Product Support Specialist

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. 

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 Billing Support Specialist, you will work closely with various functions within Lucid to surface user issues, to help make our products better, and to streamline our internal operations. You will own the relationship between Lucid Software billing and our users. You will master solving complex billing related issues for individual users by taking personal initiative as well as working cross-functionally to address and solve user pain points in the subscription process. If you are passionate about making a difference in people’s lives and providing exceptional service to our millions of customers around the world, then we would love to meet you!

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
• Research accounts in which payments have been posted and customer disputes activity
• Communicate and follow up effectively with customers in a clear and timely manner
• Develop a deep understanding of changing product offerings and account types and implement these changes into our billing processes
• Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflow and proactively identifying consumer needs
• Collaborate with Marketing, Growth, UX, and other cross-functional peers on specific user-impacting issues and bugs

Requirements:

• 2 years practical work experience or a Bachelor's degree with a 3.0 cumulative GPA or higher
• A strong sense of personal ownership and responsibility
• Strong empathy for customers and an inherent desire to solve problems creatively
• Excellent written communication skills to work successfully with customers and internally in ambiguous situations
• 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
• Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results
• Detail-oriented, organized and a good team player

Preferred Qualifications:

• Experience in a client-facing role, preferably in a customer support or consulting capacity
• Technical aptitude and troubleshooting skills to identify and effectively escalate billing related issues

#LI-NJ1