Customer Operations Intern - Part-Time 2026

Location: Raleigh, NC Department: Customer Operations

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.

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.

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

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

This position is hybrid, combining remote work with in-person collaboration at our Raleigh, NC office two days per week (Tuesday and Thursday)

Preferred Qualifications

Experience troubleshooting technical issues

Experience in content creation

Basic data analytics or statistical skills

Teaching or mentoring experience

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