Customer Support Specialist

1 Month ago • 2 Years + • Operations

Job Summary

Job Description

Moon Active seeks a Customer Support Specialist to provide professional and efficient support to players, ensuring high customer satisfaction. Responsibilities include acting as a point of contact for players, collaborating with various teams to optimize player experience, managing escalations, identifying trends in customer inquiries, and proactively addressing issues. The ideal candidate possesses 2+ years of experience in customer support, with a focus on handling escalations and complex issues. Proficiency in English and Hebrew is required, along with strong problem-solving skills and a customer-focused approach. Experience in the gaming industry and familiarity with Zendesk are advantageous.
Must have:
  • 2+ years customer support experience (escalations)
  • Proficiency in English and Hebrew
  • Excellent problem-solving skills
  • Customer-focused approach
Good to have:
  • Gaming industry experience
  • Zendesk (Explore) or similar 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 Specialist 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.
  • 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.
  • Proficiency in English and Hebrew.
  • Highly customer-focused approach with a passion for customer advocacy.
  • Proactive, creative, and self-driven attitude.
  • 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 (On-Site)

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)

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

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)

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