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Lucid Software is seeking a Product Support Specialist to join the Customer Operations team in Salt Lake City. This hybrid role sits at the intersection of customer support, product education, and community management for Lucidchart, Lucidspark, and airfocus—visual collaboration tools used by over 100 million users globally, including Fortune 500 companies like Google, GE, and NBC Universal.
In this position, you will be the front-line expert resolving technical issues, investigating and troubleshooting problems, and escalating user issues to appropriate teams. You'll develop deep product expertise and collaborate closely with Engineering, Product Management, and cross-functional peers to surface user-impacting issues and drive product improvements. Key responsibilities include managing technical workflows, identifying consumer needs proactively, and monitoring operational metrics to inform support and product strategy.
Beyond reactive support, you'll own community strategy and relationship-building with Lucid's most active users. You'll grow and manage product communities, represent Lucid publicly, and help expand the company's social media presence. You'll contribute to content strategy by developing clear Help Center articles and user education materials, analyzing user behavior data, and iterating on content based on metrics and UX best practices. You'll write about complex technical topics in accessible ways, balancing business and user needs.
The role requires 2+ years of practical work experience or a Bachelor's degree with strong academic performance. You should demonstrate strong personal ownership, ability to work independently and cross-functionally on multiple initiatives simultaneously, excellent communication skills, and a passion for customer success. Technical troubleshooting experience and familiarity with SaaS products are valuable. Lucid values diverse perspectives and maintains a hybrid workplace culture emphasizing work-life balance.
