Customer Experience Specialist

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, gives creators the ability to monetize their work and offers brands opportunities to scale their content through tailored creator partnerships.

Lightricks is seeking an experienced, empathetic, solutions-oriented Customer Experience (CX) Specialist to join the CX team in our Israel headquarters, supporting users by addressing inquiries related to billing, payments, and subscription management. As a CX Specialist in this essential team, you will handle a diverse range of customer inquiries, ensuring swift, accurate, and meaningful responses that enhance the overall customer experience. You’ll play a critical role in addressing and escalating billing-related issues, collaborating with cross-functional teams to streamline processes, and championing the user voice within our company. This role will allow you to leverage your problem-solving skills and attention to detail, contributing to projects and initiatives that shape an exceptional, seamless experience for all users. If you are a proactive, quick learner ready to make a difference, we’d love to meet you!
What you will be doing

Reporting to the CX Billing Lead based in Lightricks’ HQ, Israel, your day-to-day tasks will include:

User Support : Manage daily customer interactions via our support platform, Zendesk, adhering to SLAs and KPIs for response time and resolution.

Payment Platform Expertise: Navigate and troubleshoot within various payment platforms, including Stripe, PayPal and Adyen, to resolve billing issues efficiently.

Internal Collaboration: Work closely with our payments, product, and tech teams to share user feedback, inform process improvements, and ensure smooth customer experiences.

Reporting Tech Issues: Identify and document technical issues or potential bugs, escalating these to the Product and Tech teams to drive continuous improvement.

Special Projects: Participate in special projects as and when required, providing regular progress updates to CX Leads and the Director of CX.

Customer Experience Advocacy: Serve as a knowledgeable representative of the CX team, promptly addressing customer concerns and inquiries with professionalism and empathy.

Feedback Analysis: Analyze customer feedback, synthesizing insights to inform team strategies and enhance the customer experience.

Your skills and experience

Minimum of 3 years’ customer support experience, ideally within SaaS or app-based environments.

Fluent in English with strong verbal and written communication skills; additional language skills are a bonus.

Experience with Zendesk - a must, and with the ability to learn new systems and platforms quickly.

Collaboration & Initiative: A team player who can independently take initiative, self-manage effectively, and adapt priorities based on team needs.

Analytical Skills: Ability to analyze and interpret customer data to help inform improvements and optimize customer satisfaction.

Problem-Solving Skills: Strong problem-solving abilities, with a proactive approach to identifying and addressing customer and technical issues.

Attention to Detail: Exceptional attention to detail, particularly in handling sensitive billing and payment information.

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