Customer Experience Specialist

Who we are

Lightricks is a pioneer in innovative technology that bridges the gap between imagination and creation. As an AI-first company with a mission to build innovative photo and video creation products, we enable creators and brands to produce engaging, top-performing content. Our state-of-the-art technology is based on both groundbreaking facial and object recognition, and generative AI features - offering endless possibilities and inspiration.

With more than 30M global users utilizing our tools and services to create, enhance and promote their content and creations, our Customer Experience team are product experts. We continuously strive to put our users first, empowering them to keep creating, while ensuring a positive and professional experience. As part of building a winning customer experience, we also gather and analyze user feedback and product data to support decision making and strategic planning at Lightricks.

Lightricks’ is looking for an experienced Customer Experience (CX) specialist to join the team in our Israel headquarters. As a CX specialist, you will be passionate about providing outstanding customer support, and ready to take your skills to the next level.

What you will be doing

• Reporting to the CX Product Team Lead based in Lightricks’ UK office, your day-to-day tasks will include:
• Handling user emails through our designated Support platform, Zendesk, according to set SLAs and KPIs.
• Responding to user reviews on the App Store and Google Play Store.
• Reporting tech issues and potential bugs to the relevant teams.
• Participating in special projects and providing weekly updates to the CX Leads and/or Director of CX.
• Serve as an educated representative of CX, responding promptly and effectively to customer inquiries and concerns.
• Balance adherence to specific procedures with creative problem-solving for unique situations.
• Utilize feedback from customers to enhance and refine the overall customer experience.
• Contribute to strategic decisions with professionalism, dedication, and discretion.
  
  

• At least 3 years of experience in customer support/experience, preferably in SAAS/Apps.
• Experience in video/photo editing or design-oriented fields is a plus.
• Fluent in English, with excellent verbal and written communication skills.
• Skilled at managing multiple complex customer interactions simultaneously.
• Adaptable nature and able to quickly adjust strategies to meet customer needs.
• A collaborative team player with the ability to independently take initiative, effectively self-manage, and adapt priorities in alignment with the team's overall objectives.
• A quick learner who can rapidly adapt to, and proficiently handle, new systems, technologies, and procedures.