Customer Support Expert

Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment for millions of active users across the Universe. The company is headquartered in the heart of Tel Aviv.

We're looking for a passionate and skilled Customer Support Expert to join our dynamic team. This team is critical to enhancing our players' experience by analyzing ticket data, building workflows for agents, and sharing feedback analysis with company stakeholders. If you're data-driven, proactive, and thrive in a collaborative environment, we want you to be part of our journey!

Requirements:

2+ years of experience in customer support, with a significant portion specifically dedicated to handling escalations and complex customer issues.
Fluent English (verbal and written).
Highly customer-focused approach with a passion for customer advocacy.
Highly detailed & data-oriented with strong organizational and multitasking skills.
Problem-solving skills, with the ability to identify root causes and implement effective solutions.

Advantages:

Experience in the gaming industry.
Experience using Zendesk, including Explore or other CRM systems.
AI hands on experience, preferably in Support
Fluency in Hebrew

#LI-Hybrid

Responsibilities:

Act as a point of contact for escalations and provide updates on escalated cases to internal stakeholders.
Collaborate closely with various teams within the company to optimize the player experience.
Provide professional and efficient customer support while serving as a point of contact for our players and ensuring high customer satisfaction.
Analyze and review internal workflows to identify areas for improvement and implement process optimizations.
Identify trends and patterns in customer inquiries and issues to proactively address them.