Customer Support Expert

3 Weeks ago • 2 Years + • Operations

Job Summary

Job Description

Moon Active seeks a Customer Support Expert to provide professional and efficient support, acting as a key contact for players and ensuring high satisfaction. Responsibilities include collaborating with internal teams to optimize player experience, managing escalations, analyzing workflows for improvement, identifying trends in customer inquiries, and implementing solutions. The ideal candidate will have 2+ years of experience in customer support, with a focus on escalations and complex issues, fluency in English and Hebrew, and a strong customer-centric approach. Data analysis and problem-solving skills are essential.
Must have:
  • 2+ years customer support experience (escalations)
  • Fluent English & Hebrew (written & verbal)
  • Customer-focused approach
  • Data-oriented, strong organization
  • Problem-solving & solution implementation
Good to have:
  • Gaming industry experience
  • Zendesk/CRM experience

Job Details

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 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!

Responsibilities

  • Provide professional and efficient customer support while serving as a point of contact for our players and ensuring high customer satisfaction.
  • Collaborate closely with various teams within the company to optimize the player experience.
  • Act as a point of contact for escalations and provide updates on escalated cases to internal stakeholders.
  • 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.


Requirements

  • 2+ years of experience in customer support, with a significant portion specifically dedicated to handling escalations and complex customer issues.
  • Fluent English and Hebrew speaker (verbal and written). 
  • Highly customer-focused approach with a passion for customer advocacy.
  • Highly detail- and data - oriented with strong organizational and multitasking abilities.
  • 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.


#LI-Hybrid

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About The Company

As one of the world’s fastest-growing mobile game companies, we produce engaging entertainment that is enjoyed by players across the universe!

Tel Aviv-Yafo, Tel Aviv District, Israel (Hybrid)

Tel Aviv-Yafo, Tel Aviv District, Israel (Hybrid)

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