CX Specialist Maternity Replacement (6 months)
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Job Location:
West Jerusalem - Israel
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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 advanced AI photo and video generation models including our open-source LTXV model power our apps and platforms including Facetune Photoleap Videoleap and LTX Studio allowing creators and brands to leverage the latest research breakthroughs offering endless control over their creative potential. Our influencer marketing platforms Popular Pays and Content Lab provide influencers with the ability to scale their content and monetize their work while offering brands opportunities to expand their reach through tailored creator partnerships.
Lightricks is seeking an experienced empathetic solutions-oriented Customer Experience (CX) Specialist to join the Product CX team as a maternity leave replacement supporting users by addressing inquiries related to product functionality troubleshooting and general usage. As a CX Specialist in this essential team you will handle a diverse range of product-related questions ensuring swift accurate and meaningful responses that enhance the overall customer experience. Youll play a critical role in understanding the functionality of all our products escalating technical issues when necessary and collaborating with cross-functional teams to improve user experiences. Additionally you will advocate for our users by providing valuable insights to inform product improvements. 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 wed love to meet you!
What you will be doing
- User Support: Manage daily customer interactions via our support platform Zendesk adhering to SLAs and KPIs for response time and resolution.
- Review Management: Monitor and respond to user reviews on Google Play and the App Store addressing feedback professionally and ensuring user concerns are acknowledged and resolved.
- Internal Collaboration: Work closely with our product payments 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
- 3 years customer support experience ideally within SaaS or app-based environments.
- Native in English with strong verbal and written communication skills; additional language skills are a bonus.
- Experience with Zendesk (CRM) 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 analyse and interpret customer data to help inform improvements and optimise customer satisfaction.
- Problem-Solving Skills: Strong problem-solving abilities with a proactive approach to identifying and addressing user and technical issues.
- Attention to Detail: Exceptional attention to detail particularly in handling sensitive billing and payment information.
If youre passionate about delivering excellent customer service excel at navigating complex enquiries and want to be part of a collaborative and forward-thinking team wed love to hear from you!
Required Experience:
IC
Key Skills
- Sales Experience
- Crane
- Customer Service
- Communication skills
- Heavy Equipment Operation
- Microsoft Word
- Case Management
- OSHA
- Team Management
- Catheterization
- Microsoft Outlook Calendar
- EHS
About Company
Lightricks was founded in 2013 by five entrepreneurs from the Hebrew University of Jerusalem, four of them CS PhD students. Based in Israel with offices in London and Germany, the company has grown from five founders to a team of over 300. Lightricks is fast-becoming the go-to creat ... View more
