CX Solutions Specialist
Primary stack
Nice to have's
Job description
About the Position
CX Solutions Specialist
Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment to millions of players across the globe. Headquartered in Tel Aviv.
We're looking for a passionate Customer Experience Solutions Specialist to join our dynamic team. In this role, you will leverage cutting-edge conversational AI to automate player journeys, build smart workflows, and analyze ticket data to enhance player experience. If you're AI-oriented, love exploring new technologies, and thrive in a collaborative, data-driven environment, we want you to be part of our journey!
Responsibilities
- Translate monthly operational targets into a concrete AI development roadmap, identifying and prioritizing player use cases to automate for maximum coverage and deflection.
- Actively set up, map, and configure conversational steps and logic flows within our AI agent platform to ensure accurate routing and seamless resolutions.
- Own the end-to-end QA process for all new AI workflows, executing rigorous testing in pre-launch environments to guarantee standard-setting performance before going live.
- Continuously monitor live AI interactions to verify that the agent handles player queries correctly, instantly adjusting and fine-tuning flows when deviations or inaccuracies are found.
- Analyze automated chat logs to identify player friction points and iteratively improve response templates, routing logic, and system behavior to maximize customer satisfaction.
- Track system health metrics and automated alerts, taking immediate ownership of AI-related bugs or incidents to drive them to swift resolution.
Requirements
- 2+ years of experience in customer support, with a significant portion specifically dedicated to handling escalations and complex customer issues.
- AI vast experience: Deep understanding of the AI ecosystem, demonstrated through professional projects, preferably in Support.
- Problem-solving skills, with the ability to identify root causes and implement effective solutions.
- Highly customer-focused approach with a passion for customer advocacy.
- Highly detailed & data-oriented with strong organizational and multitasking skills.
- Experience using Zendesk, including Explore or other CRM systems.
- Full proficiency in both English and Hebrew.
Nice to Have
- Experience in the gaming industry.
- SQL knowledge.
- Experience providing Support in Chat-style channels.
About the Company
Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment to millions of players across the globe. Headquartered in Tel Aviv.
© Moon Active. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
Moon Active is one of the world’s top mobile game companies, our teams leverage cutting-edge technologies to craft fun and interactive games enjoyed by millions worldwide.From backend services to data pipelines running at a massive scale, processing terabytes of data per day, serving millions of requests per minute, to optimizing high-end graphics in Unity, we never compromise on quality to deliver the best game experience to our players.We believe that success comes from setting high standards and always striving to deliver the best results. We’re looking for incredible people who have a desire to create, develop, and deliver an out-of-this-world game experience.We PLAY to WIN! We PLAY it SMART! We PLAY as a TEAM!A global data-driven company, with a unique product and strong R&D center;Exceptional innovative and dynamic work environment;Promote transparency & open employee communication;Tremendous growth & career advancement opportunities;Encourage, support, and empower learning exploration and career development opportunities;Directly impact and build personalized product experiences for our players.We offer:— Generous compensation with regular performance reviews;— Paid vacation and sick leaves;— Comprehensive medical insurance for you and your family member free of charge;— Sports expenses reimbursement;— Comfortable office in BC Gulliver;— Daily lunches in the office and fully stocked kitchen with the greatest coffee;— Newest technical equipment (macOS);— Training & Development / Tuition reimbursement; online courses of your choice;— Parental leave;— Employee Referral Program;— Regular team buildings and Company Happy Hours;— Relocation bonus for nonlocal candidates;— Reimbursement of car parking.We celebrate all kinds of entertaining events — brought to us by our amazing Employee Experience and never forget about gifts!Join us on the Moon!You can find all Moon Active open vacancies here:www.moonactive.com/careers.
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