International Product Support Specialist, Lucid

• Bachelor's degree with strong academic performance or 1 year practical work experience
• Fluent in English and native in another language (preferably French, Spanish, or another European language)
• Excellent written and verbal communication skills, with the ability to explain complex subjects to non-technical end users
• Strong technical aptitude and passion to become a subject matter expert on Lucidchart and related domains
• Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results
• Strong empathy for customers and an inherent desire to solve problems creatively
• This role REQUIRES that you work out of our Amsterdam office two days per week on Tuesday and Thursday

Desirable

• As an International Product Support Specialist, you'll help launch Lucid's newest cutting edge features and have the opportunity to impact how we help thousands of people around the world through our help centers, online communities, and email
• You will work closely, not only with international customers by owning their relationship with Lucid, but also with various functions within the company to surface user issues, to help make our products better, and to streamline our internal operations
• You’ll also work cross-functionally to adapt customer support content to market-specific needs based on local user feedback, analytics, product requirements, and UX best practices
• You will write about complex issues in a simple way and can balance business and user needs
• You’ll come up with innovative ways to educate customers and help millions of people around the world get the most out of Lucid products
• Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflow 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
• Recognize the needs of international users and key international accounts, and build systems and processes to meet them
• Collaborate with Engineering, Product Management, and other cross-functional peers on specific user-impacting issues and bugs
• Cross-functionally collaborate with the internationalization team, the EMEA CS team, the EMEA sales team, and others to provide our international customers with the best product support experience
• Identify and monitor key user operational metrics to help champion improvements to our product and support offerings
• Engage with our users in the Lucid Community