Customer Operations Intern
You will investigate and troubleshoot technical issues, manage escalations, and work with support, product, and engineering colleagues to resolve user problems. You will monitor operational metrics, create Help Center content, engage users in the community, and process cancellation, refund, billing, and payment-related requests.
Responsibilities
- Investigate, troubleshoot, and escalate technical user issues
- Develop product expertise and collaborate to resolve user issues
- Monitor user operational metrics and identify improvements
- Collaborate on user-impacting issues and bugs
- Write Help Center and user education content
- Engage users in the Lucid Community
- Process cancellation and refund requests by email
- Resolve billing concerns including downgrades, duplicate charges, invoice changes, trials, and declined payments
- Research posted payments and customer disputes
- Implement product-offering and account-type changes in billing processes
- Communicate and follow up with customers clearly and promptly
Requirements
- Currently pursuing a Bachelor's degree with strong academic performance
- Ability to translate complex technical ideas into easy-to-understand content
- Strong written and verbal communication
- Ability to work independently, cross-functionally, and across multiple initiatives
- Analytical and problem-solving skills with sound business judgment
- Ability to work hybrid from the South Jordan office two days per week
Benefits
- Hybrid work arrangement combining remote work and in-person collaboration