MoonActive Customer Support Expert 

Israel, Tel Aviv District, Tel Aviv-Yafo 

899734122

• Provide professional and efficient customer support while ensuring high customer satisfaction.
• Collaborate with cross-functional teams to resolve complex problems and ensure timely resolution.
• 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.
• Monitor and evaluate the effectiveness of implemented workflow changes. Including providing recommendations to optimize departments KPIs.
• Collaborate with our outsourced teams to ensure high quality of service and monitor their KPIs.
• Generate reports on customer support metrics, including KPIs such as response times, resolution rates, and customer feedback.
• Identify trends and patterns in customer inquiries and issues to proactively address them.

• Minimum 2-3 years of work experience in customer support or related roles.
• Strong analytical thinking, problem-solving skills and ability to handle complex customer issues.
• Team-player who can work independently.
• Fluent English speaker (verbal and written).
• Advanced Hebrew speaker
• Proficient in using Zendesk including Explore or other CRM systems.
• Highly detail- and data - oriented with strong organizational and multitasking abilities.
• Ability to work effectively in a fast-paced and dynamic environment.

Advantage:

• Experience in a leadership/management position.
• Experience with Looker/SQL