CX Operations Lead

WHO WE ARE

We’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 FOR

We’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.

RESPONSIBILITIES

Quality & 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

Product Insight

AI & Automation

Team Development

WHAT YOU HAVE