Join the Team

If you're looking for a company that values teamwork, initiative, and innovation, the choice is clear—you belong at Lucid.

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Billing Analyst (Part Time)

Location: Greater Salt Lake City, Utah

Lucid Software’s Customer Operations team helps countless users who rely on Lucidchart. We assist users with signing up and using the product, and we use the incoming user data to improve the customer experience. We're an operational team that uses both direct support interactions as well as scalable solutions to engage with our global consumers. We represent the voice of the customer and work closely with cross-functional partners across Lucid to make our products and processes better. We're looking for people with a passion for delivering great customer experiences to users.
Our mission is to make working visually easy and essential for everyone. And we hold true to our core values of: (1) innovation in everything we do; (2) passion & excellence in every area; (3) providing individual empowerment, initiative and ownership; and (4) teamwork over ego. 
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 products and users. You will master solving complex billing related issues for individual users. By taking personal initiative as well as working cross-functionally, you will 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:

  • Practical work experience or strong academic performance
  • Knowledge of Lucid technology, the Internet and social media
  • Excellent written communication skills to work successfully with customers and internally in ambiguous situations
  • Ability to translate complex technical ideas into simple, easy to understand content
  • 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
  • Detail-oriented, organized and a good team player
  • Strong empathy for customers and an inherent desire to solve problems creatively

Preferred Qualifications

  • A Bachelor's degree with a 3.5 cumulative GPA or higher
  • 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
  • Thrives in a fast-paced, startup-type environment
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At Lucid Software our core values aren't just a pretty inspirational wall hanging. These principles work hard, just like we do. Lucidites use them, every day, whether they're discussing ideas for new projects, deciding on the best solution for a customer's problem, or interviewing candidates. It's just one of the many things that makes Lucid Software the best company to work for. Check out our Life at Lucid page and see how our core values align with yours.

We celebrate a diverse and an inclusive work environment, where we honor and support varying backgrounds, beliefs, and perspectives for the benefit of our business, including our employees and products. We are proud to be an equal opportunity workplace that has signed the Parity Pledge and strives to be a place where every Lucidite feels they belong. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

Benefits

If you're going to work for us, we also want Lucid to work for you. See the outstanding benefits you'll receive when you become part of the team.

  • Full health benefits with employer HSA contribution
  • 15 days PTO to start + unlimited sick leave
  • Generous family leave
  • Equity + 401(k) match
  • On-site bouldering wall and gym
  • Catered lunches and fully stocked kitchen
  • Community volunteer activities

Bring your whole self to work

At Lucid, we welcome diversity and are committed to creating an environment where everyone feels respected and valued. We know that when our employees bring to the table the qualities that make them unique—different backgrounds, personalities, and perspectives—we are stronger. We’re always looking for ways to make sure our employees are comfortable bringing their whole selves to work—including sponsoring initiatives like Utah Women in Sales, Salt Lake City PRIDE, Women Tech Council and Utah Polynesian Professionals.

Utah


From five national parks and the largest ski resort in the country to the thriving Silicon Slopes scene and bustling city life, Utah has a little something for everyone.

Zion's National Park

Amsterdam


This beautiful, historic city is home to Europe’s fastest growing tech scene, the Silicon Canals. Whether you're cycling to work or stopping by Rembrandt’s home, Amsterdam is considered to be the most livable city in Europe.

Amsterdam

Melbourne


As one of the most livable cities in the world, Melbourne is the center of Australia’s growing tech scene. This bustling city is a hub of culture, entertainment, and wildlife. Be sure to keep an eye out for foxes as you take a stroll in Melbourne’s Laneway.

Melbourne

Life at Lucid


Being an employee at Lucid is far more than just a job. It’s growing your career, building lasting relationships with colleagues, and giving back to the community.

Lucid retreat