Technical Customer Experience Lead

4 days ago

Tel Aviv, Tel Aviv, Israel GenieLabs Full time ₪100,000 - ₪120,000 per year

About the Role

You'll lead the customer experience function at GenieLabs, combining
hands-on creative expertise
with
strategic operational ownership
.

You'll guide gaming studios through onboarding, dataset setup, and day-to-day generation workflows — while also designing scalable systems and processes that ensure every customer achieves measurable success.

This is a cross-functional role working closely with Product, Engineering, and Design to translate studio goals into platform outcomes and model improvements.

Key Responsibilities


Customer Enablement

  • Guide customers through onboarding and model training, ensuring smooth adoption and visible value from day one.
  • Act as a creative and technical advisor to studios — helping them generate high-quality assets that match their game style and goals.
  • Develop playbooks, tutorials, and best-practice materials that make the GenieLabs experience seamless and consistent.


Operational Leadership

  • Build and scale GenieLabs' customer success infrastructure — defining metrics, workflows, and communication standards.
  • Own customer success KPIs such as adoption rate, engagement, and retention.
  • Create feedback loops with Product and Engineering to continuously improve both the user experience and AI output quality.


Cross-Team Collaboration

  • Work hand-in-hand with the Product team to translate customer insights into feature improvements and roadmap priorities.
  • Partner with AI engineers and artists to fine-tune models based on real-world studio needs and visual directions.
  • Represent the voice of the customer internally and help shape GenieLabs' product evolution.

What You Bring

  • Must -
    2+ years in leading customer-facing team (operational/technical teams are an advantage) in B2B SaaS companies
  • Customer empathy
    — excellent communication and problem-solving skills to guide creative teams with clarity and patience.
  • Technical fluency
    — familiarity with AI tools (e.g., Flux, Stable Diffusion, ComfyUI, or custom pipelines) and the ability to troubleshoot or fine-tune models.
  • Operational mindset
    — experience building or managing customer experience or success processes in a SaaS or creative-tech environment.
  • Artistic understanding
    — solid sense of visual design, composition, and style alignment within gaming or creative industries.
  • Strategic thinking
    — ability to connect customer value, operational metrics, and business growth goals.

Nice to Have

  • Background in gaming, creative SaaS, or AI-driven art workflows.
  • Experience with analytics tools or dashboards to track customer engagement and product adoption.

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