Customer Support & Operations Representative

Ourcart is a leading purchase validation and data capture company, dedicated to using talent and resources to make a positive impact. We are seeking a Customer Support and Operations Representative to take ownership of the Storewards app support and operations in Israel. Storewards is a mobile app that is active in 15 countries and rewards users for their shopping behavior by scanning receipts and earning redeemable points. In this role, you will deliver exceptional support to our users in Israel, provide excellent service to our customers, and play a key role in fraud prevention. We're looking for a proactive individual with strong communication skills and an understanding of the local market.

What you'll be doing

• Provide timely, professional responses to customer & app users inquiries via email in Hebrew and English.
• Maintain high product knowledge to identify and assess customer needs, troubleshoot issues, and offer appropriate solutions or escalate when necessary.
• Investigate production bugs and report it to the product and engineering teams.
• Collaborate with Sales, Marketing, and Product teams to resolve customer issues and enhance satisfaction.
• Gather and share customer feedback.
• Regularly perform data accuracy and fraud checks, ensuring the data integrity.
• Develop support materials, such as FAQs and knowledge base articles.
• Use tools like Zendesk, Jira, Gmail, and Slack to manage communications and workflows efficiently.

Requirements:

• Bilingual Hebrew speaker with fluent English
• Experience in B2C and B2B customer service
• Familiarity with ticketing platforms, preferably Zendesk
• Availability for a 50% part-time position, with potential to move to full-time
• Startup mindset, able to work in a multicultural team, and adaptable to change
• Experience with Jira, relational databases, and MySQL is an advantage