Customer Experience Intern - Part-Time

Lucid; Raleigh (NC); Hybrid; USD 21,000 - 30,000; Full time

Job summary

Lucid Software in Raleigh, NC is seeking a motivated student to join our Customer Operations team on a hybrid schedule. You will investigate technical issues, develop product expertise, and help users through billing and account questions.

You will collaborate with Engineering, Product, Marketing and cross-functional peers, write Help Center content, monitor user metrics, and support community programs while balancing multiple initiatives and deadlines.

Qualifications

• Owns tasks with minimal supervision.
• Translates complex technical ideas into simple content.
• Strong written and verbal communication for internal and external use.
• Able to manage multiple initiatives in a fast-paced environment.
• Detail-oriented and organized; reliable team member.
• Bias toward finding solutions rather than blocking ideas.

Responsibilities

• Manage technical issues by investigating and troubleshooting problems.
• Develop and maintain technical product expertise with cross-functional peers.
• Identify and monitor key user operational metrics to drive improvements.
• Collaborate with Engineering, Product, Marketing, and other teams on issues.
• Assist in writing clear Help Center and user education content.
• Engage with users in the Lucid Community.
• Support growth of Lucid’s power user and community programs.
• Investigate and process cancellation and refunds by email.
• Resolve billing-related concerns such as downgrades and charges.
• Research accounts with payments posted and disputes activity.
• Understand product offerings and update billing processes accordingly.
• Communicate and follow up with customers clearly and timely.

Skills

Communication skills

Analytical thinking

Problem solving

Ownership

Team player

Independent work

Education

Bachelor's degree candidate

Job description

Lucid Software is the leader in AI-driven work acceleration, helping teams see and build the future by turning ideas into reality. Its products include the Lucid Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. The Lucid Visual Collaboration Suite, combined with powerful accelerators for cloud and process transformation, empowers organizations to streamline work, foster alignment, and drive business transformation at scale. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diverse perspectives and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.

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.

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
• Assist with the ongoing operations, member administration, and growth of Lucid’s power user and community programs.
• 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

Requirements:

• Currently pursuing a Bachelor's degree with a strong academic performance.
• 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
• This position is hybrid, combining remote work with in-person collaboration at our Raleigh, NC office two days per week (Tuesday and Thursday)

Preferred Qualifications

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