Customer Experience Specialist- Product

Who we are

Lightricks, an AI-first company, is revolutionising 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 Product CX team in our London office, 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. You’ll 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, we’d love to meet you!

What you will be doing
Reporting to the CX Product Team Lead based in London, 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.
• 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: Analyse customer feedback, synthesising 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.
• Fluent in English with strong verbal and written communication skills; additional language skills are a bonus.
• Experience with Zendesk 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.

Benefits

• Stock Options.
• Private Medical Insurance (Optical & Dental cover) including your loved ones.
• Life Assurance.
• £3,000p/a Transport Allowance.
• £750p/a allowance for Wellbeing & Professional Development.
• Free on-site lunches, coffee, breakfast & snacks.
• Pension Contributions (7%).
• Holiday (25 days).
• Seasonal & Anniversary Vouchers.
• Hybrid & Flexible working.
• Central London office space. 
• Enhanced Parental Leave.
• Cycle-to-work Scheme.
• Season Ticket Loan.
• Volunteering Opportunities.
• Frequent social activities - away-days, happy hours, team building, yoga, creative workshops.

If you’re passionate about delivering excellent customer service, excel at navigating complex enquiries, and want to be part of a collaborative and forward-thinking team, we’d love to hear from you!

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