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Customer Support Expert

Tel Aviv District, Israel (Hybrid)

Customer Support Expert

2 Hours ago • 1 Years + • Operations

About the job

Summary

Moon Active seeks a Customer Support Expert to serve as the primary point of contact for players, resolving inquiries and ensuring satisfaction. This role involves close collaboration with various teams to optimize player experience, analyzing player issues to proactively suggest solutions, creating and maintaining internal knowledge base workflows, leading projects to completion, and identifying opportunities for department KPI improvement. The ideal candidate will possess at least one year of customer support experience, proficiency in English and Hebrew, excellent communication skills, and a data-driven approach. Experience with Zendesk (including Explore) or other CRM systems is preferred.

2 skills required for this role

Test your skills to join the top 1% applicants for this job

communication

organisational-skills

Must have:

1+ years customer support experience
English & Hebrew proficiency
Excellent communication skills
Data-driven approach
Collaboration skills
Zendesk (or similar) experience

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Description

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 Specialist to join our dynamic Knowledge 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!

Responsibilities

Serve as the point of contact for our players, efficiently resolving inquiries and ensuring customer satisfaction.
Collaborate closely with various teams within the company to optimize the player experience.
Identify, track, and analyze trends in player inquiries and issues, providing proactive resolutions and suggestions.
Create and maintain workflows in the Internal Knowledge Base to ensure accuracy and relevance.
Lead projects from initiation through completion, ensuring timely delivery.
Identify opportunities for improvement and implement strategies and optimizations to enhance department KPIs.

Requirements

A minimum of 1 year in customer support with experience in knowledge-related roles.
Proficiency in English and Hebrew.
Highly customer-focused with excellent communication skills.
Ability to collaborate effectively with various teams.
Proactive, creative, and self-driven attitude.
Strong analytical and organizational skills with a data-driven approach.
Experience using Zendesk, including Explore, or other CRM systems.

#LI-Hybrid

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