CX Lead
4 weeks ago
WHO WE AREWe’ve been obsessed with brains. We believe everyone deserves a sharper, healthier mind. More than 100 million people turn to Lumosity to boost focus, strengthen memory, and think faster — making brain training part of their everyday lives. We also support the Human Cognition Project, collaborating with over 90 university partners to advance research in cognitive training.We’re here to do the best work of our lives — building products that make minds sharper and healthier. Join us and help shape the future of brain health.WHAT WE’RE LOOKING FORWe’re hiring a CX Lead to elevate support quality, build scalable processes, and turn customer insights into product improvements. You’ll lead a small, high-performing team of 3-4 members, own CX operations end-to-end, coach and upskill the team, shape workflows in Zendesk, and ensure an empathetic, clear tone for a cognitively diverse global user base.RESPONSIBILITIESQuality & Leadership- Own CX quality standards and review mechanisms. - Coach specialists on tone, clarity, reasoning, and empathy. - Detect subtle issues (over-scripting, missed cues, vague explanations).Operations & Process- Build scalable Zendesk workflows: routing, tagging, macros, reporting. - Analyze recurring issues and reduce ticket volume with product partners. - Build and maintain a focused, practical internal knowledge base.Product Insight- Represent the user perspective—especially older adults and less tech-savvy users. - Provide structured feedback to Product, Engineering, and QA. - Identify UX gaps in scoring, onboarding, billing, device behavior, and game performance.AI & Automation- Identify where AI/automation should and shouldn’t be used. - Prioritize safe, high-value automation inside Zendesk (agent-assist, workflows). - Set guardrails to avoid cognitive-score inaccuracies or impersonal tone.Team Development- Mentor CX specialists, onboard new hires, and build skill-development plans. - Track productivity and foster a calm, user-centric culture.WHAT YOU HAVE- 8–10 years in CX/support - Excellent written communication (Email support - a must have) - Worked with US customers (consumer or SAAS) - 3+ years leading or mentoring a team. - Strong analytical and root-cause skills. - Deep hands-on experience with Zendesk.
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