Product Support Specialist
Kickstart is the Mountain West's first seed fund, founded in 2008, investing in bold, early-stage founders building companies in Utah, Colorado, and the broader Mountain West region.
About Kickstart
Kickstart is an early-stage venture capital firm founded from a trailer in New Mexico during a recession, focused on backing overlooked and outlier founders in Utah, Colorado, and the greater Mountain West territory, including Arizona, Idaho, Montana, and New Mexico. The firm typically leads pre-seed, seed, and occasional Series A rounds, setting terms, syndicating rounds, and taking board seats. Kickstart positions itself as local (with offices in Utah and Colorado), generalist in its investment approach across the innovation stack, and focused on the earliest stages of company formation. Since its founding, it has raised multiple funds (from Fund 2 at $26M up to Fund 6 at $175M) and built a network of entrepreneurs, operators, and investors across the region, serving early-stage startup founders as its primary clients.
Skills
About the Role
You will be on the front lines interacting with Lucid's customers, driving solutions through professional communication and internal cross collaboration. You'll help launch Lucid's newest products and features and impact how millions of people around the world use our products through help centers, online communities, and email support. You'll work closely with various teams to surface user issues, improve products, and streamline internal operations. You'll own the relationships between Lucid Software products and users, becoming the expert on building dynamic, high quality online communities and user engagement. You'll cultivate relationships with our most active users, stay well-versed in online community trends and strategies, and represent Lucid publicly as we expand into social media. You'll write about complex things in a simple way, balancing business and user needs, and work cross-functionally to develop customer support content based on user feedback, analytics, product requirements, and UX best practices.
Requirements
- 2 years practical work experience and/or a Bachelor's degree with strong academic performance
- A strong sense of personal ownership and responsibility
- Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results
- Ability to translate complex technical ideas into simple, easy to understand content
- Strong written and verbal communication skills
- Excellent analytical capabilities and problem-solving skills combined with sound business judgment
- Detail-oriented, organized and a good team player
- Bias towards finding solutions versus shutting down ideas
- Hybrid position requiring in-person collaboration at South Jordan office two days per week (Tuesday and Thursday)
Responsibilities
- Develop and maintain product expertise and work closely with support and product team members to resolve user issues
- Manage technical issues by investigating and troubleshooting problems, escalating user issues, and managing issue workflows
- Proactively identify consumer needs
- Collaborate with Engineering, Product Management, and other cross-functional peers on user-impacting issues and bugs
- Identify and monitor key user operational metrics to drive improvements to product and support offerings
- Grow and manage a Lucid product community and build relationships with users to resolve issues
- Drive community strategies to ensure forum health and timely quality answers to user questions and feedback
- Build relationships and value with customers by providing exceptional tailored support
- Contribute to content strategy and develop Help Center and user education content
- Analyze user behavior data and make content improvements based on metrics