Customer Operations Intern - Part-time Fall 2026 at Lucid Software

<p><span style="font-size: 12pt;">Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. We hold true to our core values: innovation in everything we do, passion &amp; 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.</span></p> <p><span style="font-size: 12pt;">Since the company’s founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being listed to the Forbes Cloud 100, Fast Company Most Innovative Companies, Fortune Best Workplaces in Technology, and PEOPLE’s Companies that Care. Lucid’s solutions are used by more than 100 million users across the globe, making Lucid the most used visual collaboration platform by the Fortune 500. Our customers include Google, GE, and NBC Universal, and we partner with leaders such as Google, Atlassian, and Microsoft.&nbsp;&nbsp;</span></p> <p><span style="font-size: 12pt;">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.</span></p> <h4><span style="font-size: 12pt;"><strong>Responsibilities:&nbsp;</strong></span></h4> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflows and proactively identifying consumer needs</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Develop and maintain technical product expertise and work closely with other support and product/engineering team members to resolve user issues</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Identify and monitor key user operational metrics to help drive improvements to our product and support offerings</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Collaborate with Engineering, Product Management, Marketing, and other cross-functional peers on specific user-impacting issues and bugs.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Assist in writing clear Help Center and user education content</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Engage with our users in the Lucid Community</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Investigate and process customer requests for cancellation and refunds over email</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Resolve customer concerns related to billing such as downgrades, duplicate charges, invoice changes, trial subscriptions, and declined payments</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Research accounts in which payments have been posted and customer disputes activity</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Develop a deep understanding of changing product offerings and account types and implement these changes into our billing processes</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Communicate and follow up effectively with customers in a clear and timely manner</span></li> </ul> <p><span style="font-size: 12pt;"><strong>Requirements:</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Currently pursuing a Bachelor's degree with a 3.0 cumulative GPA or higher</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">A strong sense of personal ownership and responsibility</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Ability to translate complex technical ideas into simple, easy to understand content</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong written and verbal communication skills (both internally and externally)</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Excellent analytical capabilities and problem-solving skills combined with sound business judgment in a fast-paced environment with evolving priorities</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Detail-oriented, organized and a good team player</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Bias towards finding solutions versus shutting down ideas</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">This position is hybrid, combining remote work with in-person collaboration at our Raleigh office two days per week (Tuesday and Thursday)</span></li> </ul> <h4><span style="font-size: 12pt;"><strong>Preferred Qualifications</strong></span></h4> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience troubleshooting technical issues</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience in content creation</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Basic data analytics or statistical skills</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Teaching or mentoring experience</span></li> </ul> <p><span style="font-size: 12pt;"><em>This internship is part-time in the fall.</em></span></p> <p><span style="font-size: 12pt;">#LI-KC1</span></p>