CX Operations Specialist

Before we get started:

Here at Ingenio, we'd love to talk with you regardless of your qualifications or years of experience. If you believe you'd be a great fit for this role, we invite you to apply even if you do not meet all points on the job description.

Who we are:

Ingenio is a global media and technology company developing products that provide guidance on love, relationships, career, and overall life. We are passionate about connecting people with the world's best advisors and content to empower everyone to live happier lives.

Ingenio offers the world's largest portfolio of over 20 marketplace and media brands in the spiritual and emotional wellness space, led by flagship brands such as Keen and Horoscope.com in the US, Questico in Germany, Purple Garden in Israel and Ukraine, The Circle in the UK, and Kang in France.

How you'll be impactful:

Our team is committed to delivering exceptional customer experiences across a diverse portfolio of brands, catering to a wide range of languages and regions. We are looking for an Operational Excellence Specialist to drive continuous improvement across our processes, ensuring efficiency, consistency, and quality.

What you'll be doing:

Ticketing System Automation: Scale the operations of our multi-brand and multi-language service team by implementing automated responses and bot support.
Process Improvement: Analyze current processes to support and enhance Customer Satisfaction (CSAT) and Service Level Agreement (SLA) KPIs. Identify areas for improvement and implement change efficiently and in collaboration with the managers of the different support tiers.
Data-Driven Insights: Capture and leverage data from customer inquiries to uncover process improvement opportunities. Provide actionable insights based on the Voice of the Customer.
Zendesk Administration: Act as the primary Zendesk admin, configuring and optimizing the platform to meet our evolving needs. Manage and implement system changes with minimal disruption.
Innovation & Learning: Continuously explore new technologies and methods to enhance our operations. Actively learn and investigate innovative solutions to implement necessary changes.

What you'll need to be successful:

Proven experience in a customer service role, specifically in leading automation and process improvement projects within service teams.
Experience with Zendesk or similar ticketing systems, acting as an admin and knowledge in Zendesk integrations is a plus.
Demonstrated ability to analyze data and translate insights into actionable improvements.
Experience in process improvement with a focus on CSAT and SLA KPIs.
Ability to lead change, improve processes, leverage new technologies and investigate new opportunities for automation and efficiency.
Excellent communication and collaboration skills, capable of working effectively with diverse teams.
Technical acumen with attention to details.

Perks & Benefits:

Friendly, talented, collaborative, and entrepreneurial team
Competitive and comprehensive benefits and perks
Work in the international company
Generous holiday and PTO policies
Technology stipends
Training and development opportunities and allowance
Fun and inclusive digital, and in-person events
Employee groups - global culture committee, fun committee, wellness group and more
Hybrid working model - work from home up to 3 days/week, our office is located in Petah Tikva

Why Ingenio:

Our growing team of over 250 employees is powered by our diverse perspectives and company core values:

We are humble. We believe the best result is achieved by leveraging others' perspectives
We think like owners. We make decisions that optimize for the greater good of the organization
We challenge limiting beliefs. We are at our best when we identify and shatter status quo expectations

Ingenio is an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.