Customer Operations Intern

You'll manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflows, and proactively identifying consumer needs. You'll develop and maintain technical product expertise and work closely with support and product/engineering team members to resolve user issues. You'll identify and monitor key user operational metrics to help drive product and support improvements. You'll collaborate with Engineering, Product Management, Marketing, and other cross-functional peers on user-impacting issues and bugs. You'll assist in writing clear Help Center and user education content, and engage with users in the Lucid Community. You'll investigate and process customer requests for cancellation and refunds over email, and resolve customer concerns related to billing such as downgrades, duplicate charges, invoice changes, trial subscriptions, and declined payments. You'll research accounts where payments have been posted and disputes activity, develop a deep understanding of changing product offerings and account types, and communicate effectively with customers in a clear and timely manner.

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 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 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 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 the Raleigh office two days per week (Tuesday and Thursday)