Customer Operations Specialist

Lucid Software - Salt Lake City, UT

Full-time

Salt Lake City, UT

Publishing Industries

About the position

As a Customer Operations Specialist at Lucid Software, you will play a crucial role in supporting customers by managing technical issues, launching new products, and collaborating with various teams to enhance user experience. This position requires strong communication skills and a proactive approach to problem-solving, ensuring effective support for Lucid's diverse customer base.

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, and other cross-functional peers on specific user-impacting issues and bugs.
• Assist in writing clear Help Center and user education content.
• Address and resolve customer issues within the community promptly and effectively.
• Actively engage in community discussions by offering valuable insights and answers.
• Develop and iterate on Team Strategy to better serve our customers and meet our Business goals.
• Be available for one weekend per quarter to be the on-call support agent and escalate any top issues or site outages to engineering that occur during this time.

Requirements

• 2 years practical work experience and/or 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) including over the phone with our strategic customers as needed.
• 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.

Nice-to-haves

• Experience troubleshooting technical issues
• Experience in content creation
• Basic data analytics or statistical skills
• Teaching or mentoring experience
• Experience with log management software such as Splunk or Loggly
• Experience with any coding language
• Basic Project Management experience

Benefits

• Hybrid work environment
• Healthy work-life balance
• Recognition for workplace culture and products