Customer Care Expert

Job Description

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. 

 

In your day-to-day, you will:

 

• 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 

• Collaborate live with peers and cross‑functional teams to surface user feedback and follow established escalation paths. 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.

• Stay current on Wix products, features and services by learning, retaining, and communicating new features and improvements as they are released.

• Exceed performance targets (KPIs/SLAs) by maintaining expert knowledge of Wix products and upholding strict security and privacy protocols in all user interactions.

At Wix, we believe our best work happens together. Our work model is fully in person, with a minimum of 3 days a week from our Cedar Rapids office.

Qualifications

• A customer service professional with at least 1 years of experience working in a client-facing role. 

• You have a strong emotional intelligence and the ability to navigate complex customer needs with empathy and professionalism.

• 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 ability to maintain focus and productivity during extended periods. 

• You can maintain composure and exercise sound judgment under routine work pressures.

• You hold yourself to high-performance standards, and work to improve constantly and are confident about taking responsibility and ownership. 

• You’re passionate about new technologies like AI and always eager to learn more.

• You thrive in a fast-paced, dynamic environment with the ability to handle multiple user interactions (back-to-back, if needed also simultaneously) 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 in tech, SaaS, or internet companies.

Additional Information

You'll be part of the Customer Care Guild, a team of experts dedicated to helping Wix users succeed. By providing support across various channels, our team ensures users have the tools and guidance they need to make the most of Wix's products. We thrive on collaboration, feedback, and a shared passion for helping users achieve their goals. 

Check out our Super Bowl Ad: Link to Wix ad

This position is a hybrid role and candidates should be prepared to be able to come to our office in Cedar Rapids 3 days a week .

We are hiring for full-time roles across a few fixed shift schedules (all including evening and weekend hours). Final shift assignments are determined based on open availability at the time of your offer

• During the training period, you will be required to work onsite every day, Mon-Fri, 8am - 5pm 

In addition to a compensation package and opportunities for professional growth, Wix offers comprehensive benefits to support the well-being and financial security of our employees. Our benefits include:

• Comprehensive health & life benefits including fully covered medical, dental and vision.

• Generous and flexible time off for personal recharge and special life moments

• Emotional and mental health support programs

• Allowances supporting nutrition, fitness and productivity

• 401K matching, with no vesting period

• Equity & ESPP -

• We grant RSUs (restricted share units) to all of our employees. We believe that our employees directly impact our success and thus should benefit from our successes.