CX Operations Specialist

Lightricks is an AI-first company creating next-generation content creation technology for businesses, enterprises, and studios with a mission to bridge the gap between imagination and creation. At our core is LTX-2, an open-source generative video model, built to deliver expressive, high-fidelity video at unmatched speed. It powers both our own products and a growing ecosystem of partners through API integration.

The company is also known globally for pioneering consumer creativity through products like Facetune, one of the world’s most recognized creative brands, which helped introduce AI-powered visual expression to hundreds of millions of users worldwide. We combine deep research, user-first design, and end-to-end execution from concept to final render, to bring the future of expression to all.

Lightricks is seeking a highly capable and customer-centric CX Operations Specialist to join our CX team in our London office. This is a hybrid role requiring 3 days per week in the office. This role sits at the intersection of CX Operations and customer support, with a clear primary focus on building, maintaining, and improving the systems, workflows, and insights that enable CX to operate efficiently and at scale.

A key part in building the right data tools and making data accessible, empowering the team to make informed, data-driven decisions.

What you will be doing

• CX Operations, Tooling & Enablement: Take ownership of complex workflows, identifying edge cases and failure points to proactively improve system resilience and scalability. Explore and implement AI-driven solutions to enhance automation, self-service capabilities, internal tooling, and insight generation. Configure, maintain, and optimise Zendesk (triggers, automations, macros, forms, fields, views, tags) and build internal tools using no-code/low-code solutions and scripting. Design, test, and quality-assure new workflows and automations prior to rollout, ensuring they remain maintainable and don’t create unintended issues.
• Reporting, Analytics & Insights: Partner with stakeholders to define success metrics and build dashboards/reports using ThoughtSpot that directly inform prioritisation and resourcing decisions. Analyse operational data (tickets, tags, workflows, customer feedback) to identify trends and translate insights into actionable recommendations for CX and Product teams.
• Customer Support & Experience: Provide hands-on customer support via Zendesk as and when needed, troubleshoot product issues, respond to app store reviews, and escalate complex technical problems appropriately. Act as a user advocate, ensuring insights from direct customer interactions inform operational and product improvements.
• Collaboration & Projects: Support cross-functional projects with CX, Product, Payments, Engineering, Data, and Marketing teams through technical delivery, documentation, and operational input to improve customer journeys.

Your skills and experience

• 3+ experience in customer experience or customer support roles, ideally within SaaS, mobile apps, or tech-driven environments.
• Strong hands-on experience with Zendesk workflows, automations, and reporting, or a demonstrated ability to learn and master complex systems quickly.
• Strong practical experience using AI tools in day-to-day work (e.g. for automation, analysis, prototyping, documentation, or decision support).
• You enjoy digging into messy systems, asking ‘why’, and making things better than you found them. You care about customer impact, but you’re just as motivated by building clean, scalable operations behind the scenes.
• Confident collaborating cross-functionally and taking ownership from concept through to delivery.
• Fluent in English with excellent verbal and written communication skills; additional languages are a bonus.

Bonus skills

• Experience with scripting or query languages such as Python or SQL to analyse data, automate workflows, or build internal utilities.
• Familiarity with HTML/CSS and basic front-end concepts; experience with JavaScript or React is a plus.
• Experience working with data warehouses, analytics tools, or BI platforms.

Why Join Us: We’re here to push the boundaries of what’s possible with AI and video - not for the buzz, but for the craft, the challenge, and the chance to make something genuinely new. We believe in an environment where people are encouraged to think, create and explore. Real impact happens when people are empowered to experiment, evolve, and elevate together. At Lightricks, every breakthrough starts with great people and a collaborative mindset. If you’re looking for a place that combines deep tech, creative energy, and zero buzzword culture, you might be in the right place.

Benefits:

• 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 breakfast, lunches, coffee & 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.