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Director of Product Support

Full Time

Director of Product Support

Job description

Lightricks is a pioneer in creativity tools that inspire people to craft visual content and share the world through their eyes with friends, family and followers. The company brings a unique blend of cutting-edge academic research, technology, and design to every product experience it creates. Lightricks’ suite of apps has over 500 million downloads worldwide and has won numerous prestigious awards — including Apple's App of the Year, the Apple Design Award and both Apple’s and Google Play’s Best of the Year. Every month, over 100 million images and videos are created and shared by individuals, influencers, and brands using a Lightricks-powered app.

At Lightricks we believe that everyone has the right to be creative. This is why we build the next generation of beautifully designed, user-friendly creative content products used by hundreds of millions all over the world. Each one of our customers is extremely important to us and we find true joy when we keep them smiling or solve any issue they may be experiencing. 

Our Customer Experience team of experts is the first line to our customers and their impact is invaluable; they know the bits and bytes of our products, influence how future features will look like, and act as the customer’s voice.

As the Director of Product Support, you’ll be shaping the product support vision and strategy and leading the customer support teams globally. You will design and implement product support best practices, programs and KPIs to support Lightricks vision, strategy and growth.

Responsibilities

  • Lead and define the customer success strategy and align it with the business strategy by fully engaging with key stakeholders across the company.
  • Work closely with the company management to build interfaces and processes across departments.
  • Build and support a global team of customer success specialists. 
  • Play a lead role in developing a strong “customer first” mindset and culture within the business.

Requirements

  • 6+ years of experience in Customer Experience leadership roles from B2C companies.
  • Experience with building CX teams, infrastructure, processes, metrics and KPI’s 
  • Experience in leading a growing CX team in an exciting and fast paced environment.
  • Native-level proficiency in English.
  • Great communications skills and leadership, managerial skills.
  • Team player.

Benefits

  • Heavily discounted 4-year stock option grant.
  • Private medical insurance for you & your loved ones.
  • Contributions towards health & fitness membership.
  • 7% matched pension contributions.
  • Weekly & monthly team building activities - Games Nights, Private Chef, Happy Hour, Pottery Workshops, Cocktail making & more.
  • Breakfast, dinner, snacks, refreshments & coffee!
  • Travel to our global sites.
  • Hybrid working & a super cool office space located in Central London.

Apply

If you believe you're the right fit and interested in joining the team - fill out the following form:

Location

DESCRIPTION

Jerusalem

Israel

Lightricks Germany

Do you want to work on beautifully crafted applications in a creative startup environment while enjoying the benefits of a mature and profitable company? Then read on. We are currently forming a new team in Munich and are looking for top-notch developers who share our vision of democratizing creativity with award-winning apps.

JOB DESCRIPTION

DESCRIPTION

Lightricks is a pioneer in creativity tools that inspire people to craft visual content and share the world through their eyes with friends, family and followers. The company brings a unique blend of cutting-edge academic research, technology, and design to every product experience it creates. Lightricks’ suite of apps has over 500 million downloads worldwide and has won numerous prestigious awards — including Apple's App of the Year, the Apple Design Award and both Apple’s and Google Play’s Best of the Year. Every month, over 100 million images and videos are created and shared by individuals, influencers, and brands using a Lightricks-powered app At Lightricks we believe that everyone has the right to be creative. This is why we build the next generation of beautifully designed, user-friendly creative content products used by hundreds of millions all over the world. Each one of our customers is extremely important to us and we find true joy when we keep them smiling or solve any issue they may be experiencing. Our Customer Experience team of experts is the first line to our customers and their impact is invaluable; they know the bits and bytes of our products, influence how future features will look like, and act as the customer’s voice. As the Director of Product Support, you’ll be shaping the product support vision and strategy and leading the customer support teams globally. You will design and implement product support best practices, programs and KPIs to support Lightricks vision, strategy and growth.

Lightricks is a pioneer in creativity tools that inspire people to craft visual content and share the world through their eyes with friends, family and followers. The company brings a unique blend of cutting-edge academic research, technology, and design to every product experience it creates. Lightricks’ suite of apps has over 500 million downloads worldwide and has won numerous prestigious awards — including Apple's App of the Year, the Apple Design Award and both Apple’s and Google Play’s Best of the Year. Every month, over 100 million images and videos are created and shared by individuals, influencers, and brands using a Lightricks-powered app.

At Lightricks we believe that everyone has the right to be creative. This is why we build the next generation of beautifully designed, user-friendly creative content products used by hundreds of millions all over the world. Each one of our customers is extremely important to us and we find true joy when we keep them smiling or solve any issue they may be experiencing. 

Our Customer Experience team of experts is the first line to our customers and their impact is invaluable; they know the bits and bytes of our products, influence how future features will look like, and act as the customer’s voice.

As the Director of Product Support, you’ll be shaping the product support vision and strategy and leading the customer support teams globally. You will design and implement product support best practices, programs and KPIs to support Lightricks vision, strategy and growth.

Responsibilities

  • Lead and define the customer success strategy and align it with the business strategy by fully engaging with key stakeholders across the company.
  • Work closely with the company management to build interfaces and processes across departments.
  • Build and support a global team of customer success specialists. 
  • Play a lead role in developing a strong “customer first” mindset and culture within the business.

Requirements

  • 6+ years of experience in Customer Experience leadership roles from B2C companies.
  • Experience with building CX teams, infrastructure, processes, metrics and KPI’s 
  • Experience in leading a growing CX team in an exciting and fast paced environment.
  • Native-level proficiency in English.
  • Great communications skills and leadership, managerial skills.
  • Team player.

Benefits

  • An amazing option plan
  • Competitive salary
  • Generous pension
  • Subsidised private healthcare, lunch and gym membership.
  • Refreshments! Fruit, veggies, snacks & of course, lots of coffee!

We’re open to suggestions on perks!

Benefits

  • Competitive salary
  • Amazing stock option plan
  • 28 days of paid vacation + 13 public holidays
  • Subsidised lunch
  • Home office policy
  • Team events
  • Subsidised gym membership
  • Relocation allowance, if needed
  • Fruit, snacks & coffee



We’re open to suggestions on perks!

APply

If you believe you're the right fit and are interested in joining the team - please fill out the following form:

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