CX Operations Specialist

About Lightricks

Lightricks is an AI-first company creating next-generation content creation technology. Known globally for pioneering consumer creativity through products like Facetune, which helped introduce AI-powered visual expression to hundreds of millions of users worldwide.

The Role

CX Operations Specialist sitting at the intersection of CX Operations and customer support, with a 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.

Responsibilities

• 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

• Partner with stakeholders to define success metrics and build dashboards/reports using ThoughtSpot

• Analyse operational data to identify trends and translate insights into actionable recommendations

Requirements

• 3+ years 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

• Strong practical experience using AI tools in day-to-day work (e.g. for automation, analysis, prototyping, documentation, or decision support)

• Confident collaborating cross-functionally and taking ownership from concept through to delivery