Billing Support Specialist

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 & 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.

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. 

As a Billing Support Specialist, you will work closely with various functions within Lucid to surface user issues, to help make our products better, and to streamline our internal operations. You will own the relationship between Lucid Software billing and our users. You will master solving complex billing related issues for individual users by taking personal initiative as well as working cross-functionally to address and solve user pain points in the subscription process. If you are passionate about making a difference in people’s lives and providing exceptional service to our millions of customers around the world, then we would love to meet you!

Responsibilities:

• 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
• Communicate and follow up effectively with customers in a clear and timely manner
• Develop a deep understanding of changing product offerings and account types and implement these changes into our billing processes
• Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflow and proactively identifying consumer needs
• Collaborate with Marketing, Growth, UX, and other cross-functional peers on specific user-impacting issues and bugs

Requirements:

• 0-2 years practical work experience or a Bachelor's degree with a 3.0 cumulative GPA or higher
• A strong sense of personal ownership and responsibility
• Strong empathy for customers and an inherent desire to solve problems creatively
• Excellent written communication skills to work successfully with customers and internally in ambiguous situations
• 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
• Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results
• Detail-oriented, organized and a good team player

Preferred Qualifications:

• Experience in a client-facing role, preferably in a customer support or consulting capacity
• Technical aptitude and troubleshooting skills to identify and effectively escalate billing related issues

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