As a Customer Care Expert at Wix, you'll help users resolve issues and make the most of our products. Based in Kyiv, you'll primarily support English-speaking users by phone, chat, and email, combining product knowledge, problem-solving, and AI-powered tools to provide effective support.
In your day-to-day, you will:
- Handle a high volume of calls, chats (up to two at a time), and emails using an omnichannel CRM and following an established daily schedule.
- Troubleshoot technical issues and explain solutions in clear, simple terms.
- Handle complaints and challenging situations with empathy and professionalism.
- Follow cases through to resolution, escalating them to the appropriate teams when necessary.
- Document interactions accurately while working across multiple tools and systems.
- Use AI-powered tools and internal resources to find information efficiently and stay up to date with product changes and releases.
- Work toward established performance and quality goals while adhering to security, privacy, and company policies.
- At least 1 year of experience in a customer-facing role, including communicating with English-speaking customers or users.
- Strong spoken and written English, with the ability to communicate clearly and naturally in professional situations.
- Basic technical knowledge, including concepts such as domains and IP addresses, and familiarity with CRM tools.
- An understanding of customer service principles, including handling complaints, managing escalations, and communicating with empathy.
- A strong sense of ownership, with the ability to investigate issues, find answers independently, and follow cases through to resolution.
- The ability to stay calm and focused during busy periods and challenging conversations.
- Openness to feedback and a willingness to apply it to improve performance.
- The ability to learn new tools quickly, including AI-powered solutions, and adapt to changing processes and priorities.
- An interest in building a career in Customer Care and working with people.
- Based in Kyiv or willing to relocate when a safe return to office-based work is possible.
Advantages
- Experience handling customer calls.
- Previous experience in Customer Care or Customer Support.
- Experience in the tech, SaaS, or internet industry.
- Familiarity with website builders or web technologies.