Product Support Specialist

As a Technical Product Support Specialist on the Customer Operations team, you'll be on the front lines interacting directly with Lucid's customers. You'll drive solutions through professional communication and internal cross-collaboration, and you'll help launch Lucid's newest products and features. You'll impact how thousands of people around the world experience our help centers, online communities, and email support. You'll work closely with various teams to surface user issues, help improve our products, and streamline internal operations. You'll own the relationship between Lucid's products and its users, becoming the expert on building dynamic, high-quality online communities and user engagement. You'll cultivate relationships with some of our most active users, stay on top of online community trends and strategies, and represent Lucid publicly, including on social media. You'll write about complex topics in simple, clear language, balancing business and user needs, and you'll work cross-functionally to develop customer support content based on user feedback, analytics, product requirements, and UX best practices.

Responsibilities

• Develop and maintain product expertise and work closely with support and product team members to resolve user issues
• Manage technical issues by investigating and troubleshooting problems, escalating user issues, and managing issue workflows
• Proactively identify consumer needs
• Collaborate with Engineering, Product Management, and other cross-functional peers on user-impacting issues and bugs
• Identify and monitor key user operational metrics to drive improvements to product and support offerings
• Grow and manage a Lucid product community and build healthy relationships with users to resolve issues
• Drive community strategies to ensure forum health and timely quality answers to user questions and feedback
• Build relationships and value with customers by providing exceptional tailored support
• Contribute to content strategy by developing clear Help Center and user education content
• Analyze user behavior data and make content improvements based on metrics

Requirements

• 2 years practical work experience and/or a Bachelor's degree with strong academic performance
• A strong sense of personal ownership and responsibility
• Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results
• Ability to translate complex technical ideas into simple, easy to understand content
• Strong written and verbal communication skills, both internally and externally
• 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
• Ability to work hybrid, combining remote work with in-person collaboration at the Raleigh office two days per week (Tuesday and Thursday)