Customer Care Expert

Wix • Cedar Rapids, IA

114d

About The Position

As a Customer Care Expert at Wix, you'll be the trusted guide for our users, helping them achieve their goals and resolve issues while growing online. You'll provide high-quality support using a mix of product knowledge, problem-solving, and AI-powered tools across phone, chat, and email.

Requirements

• A customer service professional with at least 2 years of experience working in a client-facing role.
• Strong emotional intelligence and the ability to navigate complex customer needs with empathy and professionalism.
• Find meaning and pleasure in helping others succeed and are curious to know what really drives users.
• Strong critical thinking skills and ability to maintain focus and productivity during extended periods.
• Ability to maintain composure and exercise sound judgment under routine work pressures.
• High-performance standards, with a commitment to constant improvement and taking responsibility and ownership.
• Passionate about new technologies like AI and always eager to learn more.
• Thrive in a fast-paced, dynamic environment with the ability to handle multiple user interactions (back-to-back, if needed also simultaneously).
• Drive to find your own career path recognizing your strengths and interests.

Nice To Haves

• Experience in tech, SaaS, or internet companies.

Responsibilities

• Work within a highly organized environment, following a clear daily schedule to ensure consistent and timely support for our users.
• Manage a high volume of contacts across multiple channels like emails, chat and phone.
• De-escalate and resolve complex or sensitive situations with empathy and clear communication.
• Document user interactions accurately and thoroughly in designated systems in real time for tracking and follow-up purposes; navigate multiple software tools simultaneously while engaging with customers.
• Build strong relationships with users and uncover their true needs.
• Introduce Wix users to our different tools, services and products they can benefit from, and help onboard them where appropriate.
• Collaborate with peers and product teams, sharing user feedback and following established escalation paths.
• Analyze user behavior and relevance to determine their effect on user satisfaction.
• Stay current on Wix products, features and services by learning, retaining, and communicating new features and improvements as they are released.

Benefits

• Hybrid work environment with the flexibility to work from the office 2-3 days a week.
• Collaboration with a dedicated team of experts in the Customer Care Guild.

What This Job Offers

• Career Level: Entry Level