Director of Customer Experience (CX)

Who We Are:

Lightricks, an AI-first company, is revolutionizing how visual content is created. With a mission to bridge the gap between imagination and creation, Lightricks is dedicated to bringing cutting-edge technology to the creative and business spaces.

Our AI photo and video generation models, which power our apps and platforms including Facetune, Photoleap, Videoleap, and LTX Studio, allow creators and brands to leverage the latest research breakthroughs, offering endless control over their creative potential. Our influencer marketing platform, Popular Pays, provides creators the ability to monetize their work and offers brands opportunities to scale their content through tailored creator partnerships.

The Team: Our Customer Experience (CX) team plays a crucial role in ensuring customer satisfaction and success. Supporting all Lightricks applications, the CX team is responsible for customer support, user experience improvement, onboarding and training, billing and account management, and operational efficiency.

What You Will Be Doing:

The CX Director will oversee the global CX team, manage team leaders for Product, Billing, and Operations, drive process automation, and ensure exceptional customer experiences across all Lightricks applications. You will play a critical role in strategic decision-making, process improvements, and team development.

Day-to-Day Responsibilities:

• Managing the CX team leaders and specialists.
• Overseeing daily customer support operations and ensuring timely resolution of customer inquiries.
• Developing and implementing the overall customer experience strategy.
• Identifying and addressing immediate customer experience issues.
• Driving continuous process improvement and automation.
• Collaborating with internal and external stakeholders to enhance customer satisfaction.
• Developing and tracking key performance indicators (KPIs) to measure success.
  
  

• Extensive experience managing a global CX team and CX managers.
• Experience working with C-level managers
• Strong background in automating processes.
• Excellent people management skills.
• Proven track record in improving customer satisfaction and retention.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Experience in strategic planning and execution.
• Familiarity with customer experience metrics and tools.
• Background in multi-channel customer support.
• Experience in the tech or SaaS industry - a big advantage
• Experience with international markets and cultural nuances.