Lucid Software’s Customer Operations team helps the countless users who rely on Lucidchart and Lucidpress understand how to use our products, 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.
Our mission is to make working visually easy and essential for everyone. And we hold true to our core values of:
Identify and monitor key user operational metrics to help drive improvements to our product and support offerings.
Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflow and proactively identifying consumer needs.
Collaborate with Engineering, Product Management, and other cross-functional peers on specific user-impacting issues and bugs.
Develop and maintain product expertise and work closely with other support and product team members to resolve user issues.
Write compelling, clear Help Center and user education content and analyze user behavior data and make content improvements based on metrics.
Represent Lucid by growing and managing a Lucid product community, building healthy relationships with users to resolve issues, and driving community strategies to ensure forum health and users’ questions/feedback receive quality, timely answers.
Bachelor's degree or equivalent practical experience.
Knowledge of Lucid technology, the Internet and social media.
Strong people skills to build relationships with our current and potential users.
Ability to translate complex technical ideas into simple, easy to understand content.
The ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results.
Excellent problem-solving skills, sound business judgment, strategic and analytical capabilities in a fast-paced environment with evolving priorities.
Excellent project manager and self-starter, with the ability to work independently across multiple concurrent initiatives
Can easily thrive working in a fast-paced, start-up-type environment.
Detail-oriented, organized and a good team player.
Bias towards finding solutions vs. shutting down ideas.
Can relate to Lucid Software's products and culture.
Is driven to meet Lucid Software’s Core Values of Innovation, Passion & Excellence, Empowerment & Initiative, and Teamwork over ego.
Experience working in technology, education, support operations, and/or consulting.
A strong understanding of user experience principles, and using rich media and social media for user-focused communications.
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