Billing Support Specialist, APAC

Job Description

Lucid Software is seeking a Billing Support Specialist to join their Customer Operations team. In this role, the individual will be responsible for managing the relationship between Lucid Software billing and its users. They will master solving complex billing-related issues for individual users by taking personal initiative and working cross-functionally to address and solve user pain points in the subscription process.

The Billing Support Specialist will work closely with various functions within Lucid to surface user issues, help improve products, and streamline internal operations. The ideal candidate will be passionate about making a difference in people’s lives and providing exceptional service to millions of customers around the world.

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
• Develop and maintain product and billing expertise and work closely with other team members to resolve user issues in a timely manner.
• Develop a deep understanding of changing product offerings and account types and implement these changes into our billing processes
• Develop an understanding of our customers’ business objectives and align Lucid’s strategies to support and achieve those objectives.
• Identify and monitor key user operational metrics focused on retention to help drive improvements to our product and support offerings
• Continually work with accounts to support ongoing successful adoption of key Lucid products and features
• Develop and execute data-driven recommendations at scale
• Manage technical issues by investigating and troubleshooting problems, recognizing patterns, escalating billing issues, managing issues workflow and proactively identifying consumer needs.
• Innovate processes and systems to drive improvements to our billing support offering-- recognize opportunities for improvement and take the initiative to implement solutions.
• Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers

Requirements:

• Bachelor's degree with strong academic performance
• 0-2 years of experience, preferably in a client-facing role
• Able to think strategically and tackle open-ended problems
• Detail-oriented, organized, and a good team player
• A strong sense of personal ownership and responsibility
• Strong communication skills, both written and verbal, with the ability to explain complex subjects to non-technical people
• Empathy and a passion for problem solving
• Bias towards finding solutions rather than dismissing ideas
• Ability to thrive in a fast-paced, dynamic environment
• Additional language skills are a plus (ES, FR, JA, PT, DE)
• Eligible to work in Australia

Lucid Software offers:

• A hybrid workplace