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Customer Care Expert
About the position
As a Customer Care Expert at Wix, you will guide users in achieving their goals and resolving issues as they grow online. You will provide high-quality support across phone, chat, and email, using product knowledge, problem-solving, and AI-powered tools. You will work within a structured environment and follow a clear daily schedule while managing a high volume of contacts. The role involves building relationships with users, identifying their needs, introducing relevant Wix products and services, and helping with onboarding where appropriate. You will document interactions in real time, navigate multiple software tools while engaging with customers, and resolve complex or sensitive situations with empathy. You will collaborate with peers, cross-functional teams, departments, and product teams to share feedback, follow escalation paths, advocate for users, and inform product roadmaps. You will also analyze user behavior and its effect on satisfaction, stay current on Wix products and updates, and meet performance targets while following security and privacy protocols. The position is hybrid, with at least three days per week at the Cedar Rapids office. During training, employees must work onsite Monday through Friday, 8 a.m. to 5 p.m. Full-time schedules are among several fixed shifts that include evening and weekend hours; final shift assignments depend on availability when an offer is made.
Responsibilities
- Provide support to users across phone, chat, and email using product knowledge, problem-solving, and AI-powered tools.
- Follow a structured daily schedule to deliver consistent and timely support.
- Manage a high volume of contacts across multiple channels.
- De-escalate and resolve complex or sensitive situations with empathy and clear communication.
- Accurately document user interactions in designated systems in real time for tracking and follow-up.
- Navigate multiple software tools while engaging with customers.
- Build relationships with users and identify their underlying needs.
- Introduce users to relevant Wix tools, services, and products, and help onboard them where appropriate.
- Collaborate with peers and cross-functional teams to share user feedback and follow established escalation paths.
- Work with other departments and product teams, advocate for users, and help inform product roadmaps.
- Analyze user behavior and its relevance to user satisfaction.
- Learn, retain, and communicate information about Wix products, features, services, and updates.
- Meet performance targets (KPIs/SLAs) while maintaining product knowledge and following security and privacy protocols.
Requirements
- At least 1 year of experience in a client-facing role.
- Strong emotional intelligence and the ability to navigate complex customer needs with empathy and professionalism.
- Enjoy helping others succeed and demonstrate curiosity about what drives users.
- Strong critical-thinking skills and the ability to maintain focus and productivity for extended periods.
- Ability to maintain composure and exercise sound judgment under routine work pressures.
- High performance standards, a commitment to continuous improvement, and confidence taking responsibility and ownership.
- Passion for new technologies such as AI and eagerness to learn.
- Ability to thrive in a fast-paced, dynamic environment and handle multiple user interactions back-to-back or simultaneously.
- At least three days per week in the Cedar Rapids office; onsite attendance every weekday during training.
- Availability for fixed full-time shift schedules that include evening and weekend hours.
Nice-to-haves
- Experience in technology, SaaS, or internet companies.
Benefits
- Comprehensive health and life benefits, including fully covered medical, dental, and vision.
- Generous and flexible time off.
- Emotional and mental health support programs.
- Allowances supporting nutrition, fitness, and productivity.
- 401(k) matching with no vesting period.
- Restricted stock units (RSUs) granted to all employees.
- Employee stock purchase plan (ESPP).
- Opportunities for professional growth.
