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For Companies At a Glance
- Tasks: Support users with product inquiries and enhance their experience through effective communication.
- Company: Join Lightricks, an innovative AI-first company transforming visual content creation.
- Benefits: Enjoy stock options, private medical insurance, flexible working, and free lunches!
- Why this job: Be part of a dynamic team that values creativity and user advocacy in a collaborative environment.
- Qualifications: 3+ years in customer support, fluent in English, and strong problem-solving skills required.
- Other info: Participate in fun social activities and special projects while making a real impact!
The predicted salary is between 36000 - 60000 £ per year.
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!
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Other
- Industries
- Software Development
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Customer Experience Specialist- Product employer: Lightricks
Contact Detail:
Lightricks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Specialist- Product
✨Tip Number 1
Familiarize yourself with Lightricks' products like Facetune and Photoleap. Understanding their functionalities will help you address customer inquiries more effectively and demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your Zendesk skills! Since you'll be managing customer interactions through this platform, being proficient in it will not only speed up your response times but also show that you're ready to hit the ground running.
✨Tip Number 3
Highlight your problem-solving abilities during the interview. Prepare examples of how you've successfully resolved customer issues in the past, as this will showcase your proactive approach and analytical skills.
✨Tip Number 4
Demonstrate your collaborative spirit by discussing experiences where you've worked with cross-functional teams. This will align with Lightricks' emphasis on internal collaboration and show that you're a team player.
We think you need these skills to ace Customer Experience Specialist- Product
Some tips for your application 🫡
Understand the Company: Familiarize yourself with Lightricks and its products. Highlight your understanding of their mission to bridge imagination and creation, and how their AI technology enhances user experiences.
Tailor Your CV: Customize your CV to emphasize your customer support experience, particularly in SaaS or app-based environments. Include specific examples of how you've handled user inquiries and resolved issues effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your problem-solving skills and attention to detail. Mention your experience with Zendesk and your ability to collaborate with cross-functional teams to improve customer experiences.
Showcase Your Communication Skills: In your application, demonstrate your strong verbal and written communication skills. Provide examples of how you've successfully communicated with customers and addressed their concerns with empathy and professionalism.
How to prepare for a job interview at Lightricks
✨Understand the Product
Make sure you have a solid understanding of Lightricks' products and how they function. Familiarize yourself with apps like Facetune and Photoleap, as well as common user inquiries. This knowledge will help you provide insightful answers during the interview.
✨Showcase Your Customer Support Experience
Prepare to discuss your previous customer support roles, especially in SaaS or app-based environments. Highlight specific examples where you successfully resolved complex issues or improved customer satisfaction, demonstrating your problem-solving skills.
✨Emphasize Collaboration Skills
Since this role involves working closely with cross-functional teams, be ready to share experiences that showcase your ability to collaborate effectively. Discuss how you've worked with product or tech teams in the past to enhance user experiences.
✨Demonstrate Empathy and Communication Skills
As a Customer Experience Specialist, empathy is key. Prepare to illustrate how you handle customer concerns with professionalism and care. Practice articulating your thoughts clearly, as strong verbal and written communication skills are essential for this role.
