CX Operations Specialist, Lightricks

• 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

Desirable

• Lightricks is seeking a highly capable and customer‑centric CX Operations Specialist to join our CX team in our London 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
• You'll 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
• 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
• 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
• Support cross-functional projects with CX, Product, Payments, Engineering, Data, and Marketing teams through technical delivery, documentation, and operational input to improve customer journeys