Customer Operations Intern - Part-time Fall 2026

Lucid Software•Raleigh, NC

4d•Hybrid

About The Position

Lucid Software is a leader in visual collaboration and work acceleration, helping teams visualize and build the future by turning ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. We are committed to innovation, excellence, individual empowerment, initiative, ownership, and teamwork. We value diverse perspectives and strive to create a respectful and inclusive environment for everyone. Lucid operates as a hybrid workplace, promoting work-life balance by allowing employees to work remotely, from an office, or a combination, depending on role and team needs. Since its founding, Lucid Software has received numerous recognitions for its products, business, and workplace culture, including being listed on 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 over 100 million users globally, making it 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. The Customer Operations team at Lucid Software assists users in understanding and utilizing our products, and we leverage incoming user data to enhance product health. We are an operational team that engages with global consumers through direct support interactions and scalable solutions.

Requirements

Currently pursuing 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).
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

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.