Customer Operations Internship

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Requirements:

• Currently pursuing a Bachelor's degree with a 3.0 cumulative GPA or higher.
• 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.

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.
• 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.