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Philip Leake: From Customer Care Expert to Creative Video Producer at Wix

Meet the Team

28 February 2022

Philip Leake: From Customer Care Expert to Creative Video Producer at Wix

Philip Leake joined Wix in January 2016 as a Customer Care Expert for the Portuguese team. After 2 years he became the Product Support Lead for Wix Stores, and almost 3 years ago took the role of Creative Video Producer for the Customer Care group


Wix prides itself for being an employee first company, meaning that we always put our people in the center. We know that the experience they’re gaining everyday is priceless and that it’s a key element of our entire decision making processes. We also don't have a one-size-fits all approach to helping our people find satisfaction at work. Instead, we give them the support, resources, and guidance they need to find what purposeful and meaningful work means to them individually so they can grow on their own terms. Here’s Philip’s lesson:


“Enjoy the journey. You‘ll get to your dream destination”

“Sometimes we take for granted that life is a great career builder. In 2009, halfway through film school, my wife and I were hanging out in Miami Beach as we often did. We lived about 30 to 45 minutes away, and my wife always shared how much she would love to live there and this time was no different. I counter offered saying, ‘I would only live here if I would work making videos there,’ pointing to a building where a production media company was located.”


Philip got another job selling video equipment and forgot about that building. Time passed, and after 6 years in that job (in which he learned how to deal with customers), he applied for a Customer Care Expert position with us.


“At Wix, I discovered a new passion: the tech world. “I spent most of my days on the phone, talking to our users, learning more and more about our platform. I could see myself doing this forever. Back then, there was never a possibility of a Video Producer role in my location, but that didn’t matter to me at all. I started to get involved with the product side of things and became a Product Support Team Lead, but I would still randomly help with video projects here and there.


"One of the projects I had the opportunity to help produce in the U.S. was a video series called Support Report. It highlighted to our whole company our user’s main pain points. I loved that series because it reflected our user’s voices, but unfortunately, after 10 episodes it ended in April 2017.


“When our Wix office moved to Miami Beach in January 2018, I was the Product Support Team Lead for Wix Stores. By then, I realized how many issues our users were facing that I did not see much progress towards a resolution.


“Around July 2019, our CEO Avishai Abrahami visited our U.S. offices. One common thing that he always does is to have all the Customer Care teams in the same room as him, as he asks what are the main pain points that our users are facing today. As I sat there and listened, I realized that we needed to bring the Support Report back.


“Here at Wix, one of our core values is to “Own what you do”. So as soon as that day was over, I prepared a proposal to build a Customer Care video team. That proposal included many projects, as well as bringing back the Support Report.


“The next day, I sent that proposal to the Head of Customer Care. A few hours later, he gets back to me saying ‘Philip, you won’t believe it. Before I opened your email, I met with Avishai and he said that we should bring the Support Report back. So the answer to your proposal is YES!.’


Right there and then, I was offered the role of a Creative Video Producer. As surreal as it is to land this role, what blows my mind is that the Wix Miami Beach office is located exactly in the same place that I used to point out to my wife 10 years ago. It’s even on the same floor.


“‘So even though it took 10 years, I’m now making videos in that exact place,’' I pointed out to my wife. So never take for granted your journey, even though it might look different from what you envisioned. If you do your best wherever you are in your journey, it will get you to be at the right time at your dream destination.”


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