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Customer Support Expert at Moon Active

Tel Aviv, Tel-Aviv District, Israel -

Full Time

Start Date

Immediate

Expiry Date

23 May, 26

Salary

0.0

Posted On

22 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Data Analysis, Workflow Building, Stakeholder Communication, Escalation Management, Customer Satisfaction, Process Optimization, Trend Identification, Problem Solving, Data Oriented, Organizational Skills, Multitasking

Industry

Computer Games

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 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. 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 Advantages null Benefits null

Responsibilities

The role involves acting as a point of contact for escalations, collaborating across teams to optimize the player experience, and providing professional customer support. Key duties include analyzing internal workflows for improvements and identifying trends in customer inquiries.