CX Solutions Specialist

Job description

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. Advantages - Experience in the gaming industry. - SQL knowledge. - Experience providing Support in Chat-style channels. #LI-Hybrid