Customer Care Expert - English at WiX
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Job Description
This role is currently available in the following shifts. You will need to pick up one of them:
Tuesday – Saturday (2pm-11pm).
*if you are working evening shift (2pm to 11 pm) from the office, working hours are adjusted because of the curfew to 1pm-10pm
Now we work from the safest place of our choosing (office or home), however we treasure face-to-face communication and plan to get back to the offices as soon as we can.
As a Customer Care Expert, you will be an integral part of Wix’s relationship with our users. You will serve as a subject matter expert and should have a technical savvy and true understanding of the Wix product offering. You will:
- Work with users to determine their needs and help them reach their business goals and enhance their online presence.
- Manage email, phone, chat, and/or other communication channels as a primary contact for Wix users.
- Introduce Wix users to our different tools, services and products they can benefit from, and help onboard them where appropriate.
- Be an advocate for our technical products and services, being able to explain their functionality and value
- Regularly converse with and support experienced Wix designers and agencies
- Develop expertise in Wix products and stay up to date with new features and improvements.
- Work with other departments and product teams, and advocate our users’ needs to impact product roadmaps.
- Analyze user behavior and relevance to determine their effect on user satisfaction.
Qualifications:
- You are fluent in English (verbal and written) and based in Kyiv or Lviv (or nearby areas).
- You are a customer service professional with at least 2 years of experience working in a client-facing role.
- You’re able to digest information quickly and relay it in an easily understandable way.
- You find meaning and pleasure in helping others succeed and are curious to know what really drives users.
- You have strong critical thinking skills and are confident about taking responsibility and ownership.
- You hold yourself to high performance standards and work to improve constantly.
- You’re passionate about new technologies and always eager to learn more.
- You thrive in a fast-paced, dynamic environment and look at change as an opportunity to grow.
- You realize there is more than one career ladder, and you have the drive to find your own career path recognizing your strengths and interests.
- Bonus points if you have experience working for a tech or at an internet company!
About the team
We are Wix’s Customer Care Guild. We’re not your typical customer support. We represent the Wix user’s voice and work closely with the Product to deeply understand Wix technologies and services. As part of our global organization of Customer Care, we’re responsible for building solid relationships with Wix users, uncovering their business needs, and guiding them to success. Working with us, you’ll find a friendly atmosphere, fantastic coworkers, and diverse growth opportunities in a dynamic environment. We’re spread across the globe and offer an office, remote, or hybrid work model depending on the site.
About Wix:
Wix makes it possible for anyone to succeed online.
Since 2006, we’ve grown to 5,000 employees in 17 countries, launched over 40 products, and serve over 230 million users and their visitors worldwide.
At Wix, we push you to innovate, evolve in non-traditional ways, and grow outside your comfort zone. We operate in small teams that work closely together to create incredible things.
We’re proud to be an equal opportunity employer. Wix was built around the idea that everyone has the right to be successful, online. This same vision defines us as an employer: creating a work environment where everyone is welcome, and anyone has the right to succeed.
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